Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.
The NOC Technician serves as the initial point of contact for monitoring, triage, documentation, and escalation of network, system, and application incidents within managed service environments. The role focuses on proactive monitoring, first-level troubleshooting, accurate ticket handling, and timely escalation to ensure all incidents are addressed within defined Service Level Agreements (SLAs).
Key Responsibilities
- Monitor and respond to network, system, and infrastructure alerts using Network Monitoring Systems (NMS)
- Perform Level-1 incident triage and resolution; escalate complex issues to Level-2/Level-3 engineers as per defined escalation procedures
- Create, update, and close tickets accurately in the IT Service Management (ITSM) platform
- Conduct daily health and performance checks for systems, servers, network devices, and backups
- Respond to inbound calls and emails, providing first-level technical support and clear communication
- Document incidents, troubleshooting steps, and resolutions in accordance with ITIL and internal standards
- Assist with scheduled maintenance and change activities under supervision
- Coordinate with internal engineering teams for issue resolution, testing, and validation
- Participate in rotational shifts and provide on-call support as required
- Maintain accurate technical documentation, runbooks, asset details, and environment information
Required Skills & Experience
- Ability to provide professional end-user desktop and basic systems support
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
- Familiarity with firewalls, switches, and routers
- Working knowledge of Windows Server, Active Directory, and Microsoft 365
- Basic understanding of virtualization and cloud concepts
- Strong written and verbal communication skills
- Ability to prioritize tasks in a fast-paced, alert-driven environment
- Strong analytical, troubleshooting, and problem-solving skills
Education and Experience
Required
- 1–2 years of experience in IT helpdesk, NOC, operations, or infrastructure support roles
- Exposure to monitoring tools and ticketing systems
Preferred
- Experience working in a Managed Services Provider (MSP) environment
- Familiarity with ITIL-based incident management processes
- Basic scripting knowledge (PowerShell or Bash)
Certifications
Required
- CompTIA A+, Network+, or Security+
Preferred / Encouraged
- ITIL 4 Foundation
- Cisco Certified Support Technician (CCST)
- Entry-level firewall or networking certifications
- Microsoft Fundamentals (Azure or Microsoft 365)
Benefits at Innovatia
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities
- Remote work opportunities
- Focus on work/life balance
- Immigration Program supporting immigration to Canada for eligible employees
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.