Jr Application Support / Network Intern

Peoples Group • Vancouver, BC

11d • CA$27 - CA$28 • Hybrid

About The Position

This is a 6-month fixed-term opportunity with the potential to convert to full-time employment. The regular schedule will primarily consist of weekday shifts and one weekend day per week. Most shifts will be scheduled from 1:00 PM to 9:30 PM, with occasional weekday shifts from 8:00 AM to 4:30 PM. Flexibility to work both daytime and evening hours is required. As a SMOC Intern, you'll play an important role in maintaining the stability and reliability of critical technology services by monitoring alerts, triaging incidents, and supporting operational processes within the Security & Monitoring Operations Centre. Working alongside experienced team members, you'll gain hands-on exposure to enterprise monitoring tools, incident management practices, and operational support procedures in a fast-paced technology environment. In your first 30 to 90 days, you'll build proficiency with monitoring platforms, alert prioritization and escalation procedures, and shift handover processes, progressing toward independently managing day-to-day monitoring queues and incident triage activities. Success in this role is measured through key operational metrics, including timely acknowledgement of critical and high-priority alerts and consistent completion of shift handover documentation. You'll also play a vital role during major incidents by ensuring the appropriate response process is initiated quickly and accurately. This includes assessing incident priority, coordinating communications, opening incident bridge calls, and engaging the appropriate on-call resources to support incident resolution. Rather than acting as the primary resolver, you'll help facilitate a rapid and effective response by ensuring the right teams are engaged at the right time. This is an excellent opportunity for someone looking to launch a career in IT operations, infrastructure, network operations, cybersecurity, or incident management while developing highly sought-after skills in a supportive, team-oriented environment.

Requirements

• Bachelor's degree (or recent graduate) in Information Technology, Computer Science, or related field.
• Coursework, labs, internships, or personal projects involving system monitoring, IT support, or networking are a plus.
• Familiarity with monitoring and incident management tools such as Datadog, PagerDuty, or ServiceNow is a plus, but not required.
• Comfort following structured runbooks and documented procedures, with the discipline to follow defined escalation steps.
• Basic knowledge of scripting (PowerShell, Bash, Python) for automation and alert setup.
• Foundational understanding of networking concepts, operating systems (Windows, Linux), and security principles.
• Strong analytical skills and attention to detail, particularly when confirming incident priority against observed impact.
• Clear written and verbal communication skills, with the ability to document incident timelines and handover notes accurately under time pressure.
• Willingness to work rotating shifts, including evenings, weekends, or overnight coverage as required.

Responsibilities

• Complete shift start procedures within the first 15 minutes, including reviewing the outgoing operator's handover log and verifying access to all required tools (Datadog, PagerDuty, ServiceNow, MS Teams).
• Perform the shift-start Datadog health check across infrastructure, network performance, and APM service maps to confirm system status.
• Continuously monitor PagerDuty, Datadog, and ServiceNow queues and escalations from other teams.
• Acknowledge PagerDuty alerts within the SLA and begin triage immediately.
• Follow documented runbooks to triage incidents, confirming or adjusting priority based on observed business impact rather than the automated score alone.
• For confirmed critical incidents, follow the System Monitoring Procedure.
• Document incident timelines, findings, and actions accurately and within required timeframes.
• Complete the shift handover log and confirm handover with the incoming operator before ending a shift, ensuring open incidents, watch items, and notes are clearly documented.

Benefits

• A hybrid work environment, enabling you to balance your personal and professional life seamlessly.
• A commitment to your well-being in five key areas: Financial, Physical, Social, Career, and Community.

What This Job Offers

• Career Level: Intern