Level 2 Service Desk Analyst
Company: Nova Networks
Location: Ottawa, ON
Nova Networks Inc. is growing and we are actively seeking a Level 2 Service Desk Analyst to join our team in Ottawa.
A little bit about us: Nova Networks Inc. is one of Canada's largest providers of IT products and professional services.  We have offices in Calgary, Toronto and Montreal, with our Head Office located in Ottawa.  Nova recognizes that our success is highly dependent on our ability to satisfy our clients and strengthen the bond in our relationships, and we’re looking for a dynamic, eager individual who shares this understanding.
A little bit about the job:  The Level 2 Service Desk Analyst will work with our team of Analysts in providing professional and courteous service to our clients.  The position will require that the individual answer technical questions from remote customers and accurately record a detailed description of the problem at hand.  Your responsibilities will include, but are not limited to:
    Respond to customer’s problems (phone or email) within agreed to SLAs and repair incidents without escalation 80% of the time.
    Escalate hardware/software problems where required.
    Meet Service Level Agreements (SLA) set by the client
    Meet or exceed customer break/fix and change SLAs.
    Work closely with other Nova Support Teams to repair incidents.
    Track detailed information about every call in Nova’s ticketing system: contact information, contact telephone number, site location, detailed description of problem, detailed documentation for Case log.
    Follow up, track, and stay on top of all Open Issues to ensure incidents are repaired.
    Answer technical questions as required.
    Provide telephone and email support to customers.
    Perform pre-engineered scheduled changes to customer network and server architecture.
Technical Skills we’re looking for in you:
    Experience in 2nd level Technical Support, providing superior end user application and desktop support to  corporate clients;
    Administrative experience with Microsoft Server products, Mail Services, Database Services, networking, and backup systems;
    Extensive experience with Microsoft desktop O/S and Office products is mandatory;
    Experience with email archiving, anti-spam, anti-virus products;
    General LAN/WAN troubleshooting knowledge required.
    Demonstrated working knowledge and understanding of TCP/IP, DNS, WINS and DHCP, particularly as it relates to Microsoft technologies.
    Demonstrated Experience in supporting backup and restore using Veritas Backupexec, Netbackup or other backup software.
    Develop and maintain comprehensive documentation.
    Excellent customer relations and communication skills.
    Ability to manage multiple tasks.
    Technical certifications, such as: A+, MCSE, CCNA…
    Non-Technical Skills we’re looking for in you:
    Willingness to work a variety of shifts in a 24/7/365 environment
    Strong interpersonal and customer service skills
    Must have excellent multi-tasking and time management skills
    Excellent communication skills - both written and oral.
    Bilingual (French and English) is preferred.
    Ability to work both independently (with minimal supervision) as well as part of a team environment.
    Ability to follow direction and meet deadlines as required.
    Ability in meeting end user requirements and in providing high quality customer service.
    Ability to prioritize and organize your own schedule.
A little bit about what we have to offer: Our employees enjoy using industry-leading products and working with other talented and dynamic people, all committed to making a difference for our clients. Nova Networks Inc. offers a comprehensive healthcare plan, which includes medical, dental, vision, LTD and life insurance. Because of our breadth of services, you’ll enjoy an opportunity to work for an organization that is able to offer clients truly full service IT solutions. We’re a big company with a family atmosphere and we respect and understand the importance of work/life balance and going the extra mile to support each other. We highly value academic and certification credentials and we will be very supportive of your professional and career development pursuits. At Nova Networks Inc. you’ll have an opportunity to showcase your talent, take on challenging projects and work with a great group of people

If you would like to be considered for this exciting opportunity, we invite you to submit your resume to careers@novanetworks.com