Ready to take your career to the next level? Invest in yourself! MSP Corp is a dynamic and evolving organization. Our team is energetic and multidisciplinary, performing at the highest levels. We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level. We drive technology and performance by providing powerful toolsets, business support and professional services. Our team provides complete, turn-key solutions with one goal in mind — to ensure that we can deliver 100% any day, any time.
As we continue to grow, we are looking for a Bilingual Escalations Analyst L3 to join our internal client’s team.

ABOUT THE ROLE

As Escalations Analyst L3, you will be involved in to our incident management and escalation processes, serve as a high-level technical point of contact for unresolved issues, and ensure service excellence across our client environments. This role is ideal for someone with strong troubleshooting capabilities and deep infrastructure expertise in a multi-tenant environment.

• Schedule: Monday to Friday, 40 hours per week, 8:30 a.m. – 5:00 p.m.
• Location: Richmond Hill, ON
• Work Mode: On-Site

WHAT YOU WILL DO

• Serve as the final escalation point for complex incidents from Level 1 and Level 2 teams.
• Manage and maintain the N-Central RMM dashboard; lead its optimization and performance.
• Oversee proactive maintenance activities performed by the overnight shift technicians.
• Assist in leading resolution efforts for critical issues involving core infrastructure, networks, and cloud systems.
• Develop and maintain Standard Operating Procedures (SOPs) for the NOC.
• Maintain accurate and up-to-date network and infrastructure documentation.
• Support onboarding of new clients from a monitoring/escalation perspective.
• Mentor junior team members and assist with technical training and knowledge sharing.