L2 Operation Center Specialist

WE'RE HIRING!

At HTG, you’ll push boundaries with the latest tech and collaborate with a team that loves what they do. Be part of a design services company that is amongst the companies that lead the world in technology and innovation.

Your next chapter starts here. 

In this role, you will:

• Lead advanced fault isolation and service restoration for home and small-business networks, energy systems, and IoT technologies

• Provide support and troubleshooting for Azure services, cloud integrations, and general IT issues across Windows, Linux, and hybrid environments.

• Perform detailed investigations, document findings, and implement corrective actions. Help strengthen the team’s ability to resolve complex technical problems.

• Communicate clearly with customers and internal teams, delivering timely updates and guidance throughout the incident lifecycle.

• Coach and assist Level 1 analysts through training and escalation support to increase first-contact resolution.

• Stay current with advancements in EV charging, solar energy, and other emerging technologies to enhance team and customer support capabilities.

• Drive security-first operational practices, including secrets management, routine patching, system baselining, identity hygiene, and periodic RBAC reviews.

• Partner with security and compliance teams to support vulnerability management efforts, provide audit evidence, and ensure the effectiveness of required controls.

• Develop and maintain high-quality operational documentation, including SOPs, runbooks, knowledge-base articles, escalation paths, and service catalogs.

• Maintain documentation accuracy, version control, and completeness, ensuring documentation remains a core operational deliverable.

• Use Jira to manage incident, problem, and change processes, as well as SLAs, dashboards, and performance reporting.

• Collaborate with engineering and DevOps teams to translate operational requirements into scalable service designs and to drive reliability improvements.

• Mentor and support Level 1 analysts through training and shadowing opportunities to improve first-contact resolution.

• Communicate effectively with internal and external stakeholders regarding incidents, maintenance schedules, service improvements, and root cause analyses.

High Tech Genesis Inc. is an Equal Opportunity Employer. Diversity and inclusion are at the core of our values.

Please advise High Tech Genesis of any accommodation measures you may require.

Please be advised:

1. Applicants must have the legal right to work in Canada.

2. Kindly submit your resume in MS Word format upon application for this position.