Operator II - Customer Support Center

Human Resources Department - NRT Technology Corp.•Toronto, ON

11d

About The Position

The Operator II provides first line and escalated technical support for internal and external clients by diagnosing, troubleshooting, and resolving basic issues across hardware, software, networking, and business applications. This role requires strong customer service skills, the ability to work independently, and comfort operating in a fast paced, high volume support environment.

Requirements

Bachelors degree or College diploma in Computer Science, Networking or related field
Cisco Certified Network Associate (CCNA) Certification
Proven experience to handle escalations from Tier 1 support and take ownership of complex technical incidents.
Strong working knowledge of operating systems and deep familiarity with hardware systems
Advanced troubleshooting and analytical problem solving skills across software, hardware, and infrastructure components.
Solid understanding of networking concepts, with hands on experience using network monitoring and diagnostic tools.
Experience with server administration and operating system management in production environments.
Understanding of core security practices, including firewalls, VPN technologies, and secure access controls.
Experience in incident response, system health monitoring, and maintaining high service uptime.
Ability to diagnose and resolve infrastructure level issues involving servers, networks, and application services.
Strong communication and documentation skills to support collaboration with Tier 1, Tier 2, and leadership teams.

Nice To Haves

Microsoft Certified: Windows Server Hybrid Administrator Associate considered an asset

Responsibilities

Monitor NOC systems and overall infrastructure health to ensure continuous service availability and early detection of issues.
Perform advanced troubleshooting on products, systems, and hardware, driving incidents to resolution with minimal downtime.
Actively monitor and interpret alerts from infrastructure monitoring dashboard, responding quickly to service-impacting events.
Handle escalations from Tier 1 support, taking ownership of complex incidents and restoring service efficiently
Collaborate with Team Leads when additional technical expertise or decision-making is required for escalated issues.
Manage internal Jira tickets, including creation, prioritization, and assignment, especially during service desk absences.
Oversee shared support inboxes, ensuring timely responses and proper routing of incoming emails to Tier 1 staff
Maintain clear documentation of troubleshooting steps, incident resolutions, and system behaviors to support knowledge sharing.
Provide guidance and support to Tier 1 technicians to improve their troubleshooting capabilities and reduce future escalations.
Participate in continuous improvement efforts by identifying recurring issues and recommending process or system enhancements.