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IP Ethernet Communication Technician 2B
3 months ago
RESPONSABILISATION
Le technicien IP NCC est principalement responsable de la surveillance et de la réparation d'un vaste réseau Ethernet et IP multinational composé de routeurs et de commutateurs de divers fournisseurs. Les candidats doivent avoir au moins 3 ans d'expérience de travail avec les équipements de routage Juniper ou Cisco et connaître les protocoles Ethernet et IP courants, notamment BGP, MPLS et Spanning Tree. Le technicien IP NCC doit également avoir une bonne expérience du service à la clientèle et être un communicateur efficace capable d'interagir avec les clients à la fois verbalement et par écrit afin de dépanner et résoudre les problèmes de service.
PRINCIPALES MESURES DU RENDEMENT
Description générale :
Travail sur quarts rotatifsFournir un excellent service client en français et en français à la clientèle canadienne et française de Zayo;Doit avoir une expérience des routeurs Juniper et/ou Cisco;Surveiller, dépanner et réparer les équipements Éthernet et IP et les protocoles associés pour inclure BGP, MPLS, Spanning Tree et autres;Communiquer efficacement avec les clients, les founisseurs de communications, les employés de l'organisation de Zayo, Bande passante pour isoler et résoudre rapidement les problèmes de réseau et des clients; Documenter les efforts de travail et l'état de dépannage dans le système de dépannage et effectuer des activités de maintenance/réparation;Interagir avec les clients pour fournir un haut niveau de satisfaction client;Bien travailler en équipe et être capable de performer individuellement avec un minimum de supervision;Sur chaque quart de travail, s'assurer que tous les problèmes des clients sont traités dans les délais et lorsque nécessaire signaler le problème à la haute direction;Exécuter des projets spéciaux et d'autres tâches requises.COMPÉTENCES ET APTITUDES ESSENTIELLES
Avoir des solides compétences interpersonnelles pour soutenir les fonctions de gestion, de négociation et de résolution de problèmes;Avoir la capacité à gérer plusieurs priorités simultanément et à respecter les délais, être capable de gérer la pression;Doit être capable de travailler et de communiquer avec l'équipe en place.QUALIFICATIONS
DEC en électronique de préférence ou formation équivalente et expérience dans les télécommunications ou étude collégiale ou technique de deux ans associé à 3-5 ans d'expérience ou une combinaison équivalente d'études et d'expérience.
Plus de 3 ans d'expérience dans le dépannage et la réparation de réseaux Ethernet et IP; Ecellentes aptitudes à la communication, tant à l'oral qu'à l'écrit;Excellentes compétences en service à la clientèle; Résolution efficace des problèmes et compétences interpersonnelles;Connaissance de base de Microsoft Word, Excel et Visio;Expérience avec les logiciels de dépannage et d'inventaire de circuits.Connaissance des pratiques et technologies de télécommunication standard Transmission et TCP/IP suivantes :
Commutation Ethernet;Routage IP;BGP;MPLS;Spanning Tree;Multiplexage par répartition en ondes denses (DWDM);Serveurs de noms de domaine (DSS);Test Ethernet RFC2544;SD-WAN.Tous les candidats qui ne sont pas déjà CT2B à l'interne devront passer un test technique.
Le choix des quarts de travail sera fondé sur l'ancienneté.
***Une habilitation de sécurité de niveau Secret délivrée par un organisme du gouvernement fédéral ou une habilitation de sécurité de niveau Secret en cours d'obtention est obligatoire. Une habilitation de sécurité peut être obtenue après l'embauche, mais elle constitue une condition d'emploi et de maintien en poste.***
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Candidates must have 10 years of verifiable history in Canada in order to obtain a "Secret" clearance.Union environment consisting of multiple shifts covering 24/7, shift selection based on seniority for day, evening and overnight.Salary range from 18.29$ to 30.93$ an hourACCOUNTABILITY:
The IP NCC Technician is primarily responsible for the surveillance and repair of a large multinational Ethernet and IP network consisting of routers and switches from a variety of vendors. Applicants must have at least 3 years of experience working with Juniper or Cisco routing equipment and be knowledgeable on common Ethernet and IP protocols to include BGP, MPLS, and Spanning Tree. The IP NCC technician must also have demonstrated customer service experience and be an effective communicator able to interact with customers both verbally and in writing to troubleshoot and resolve service issues.
KEY MEASUREMENTS:
General Description:
Rotating shiftsProvide excellent customer service in English and French to Zayo's Canadian and France customer base.Must have Juniper and/or Cisco router experience.Monitor, troubleshoot, and repair Ethernet and IP equipment and associated protocols to include BGP, MPLS, Spanning Tree, and others.Effectively communicate with customers, other communications providers and Zayo Bandwidth employees & organizations to quickly isolate and resolve network and customer issuesDocument work efforts and troubleshooting status in trouble ticketing system, and perform maintenance/repair activitiesInteract with customers to provide a high level of customer satisfactionWork well as a part of a team as well as be able to perform as an individual with minimal supervisionEnsure that all customer issues on scheduled shifts are handled in a timeline manner, escalating to upper management as necessary.Perform special projects and other duties as assignedKEY COMPETENCIES & SKILLS:
Strong interpersonal skills to support management, negotiation, and problem-solving functions of this role.Excellent judgment and discretion; ability to handle multiple priorities simultaneously and meet deadlines in high-pressure scenarios.Must be able to work and communicate in a team.QUALIFICATIONS:
Telecommunications DEC preferred an associate's degree or equivalent from two-year college or technical school and three to five years related experience and/or training; or equivalent combination of education and experience.
3+ years of experience in the troubleshooting and repair of Ethernet & IP networks
Excellent communication skills, both verbal and written
Great customer service skills
Effective problem solving and interpersonal skills
Basic knowledge of Microsoft Word, Excel, and Visio
Experience with trouble ticketing and circuit inventory software
Knowledge of the following Transmission and TCP/IP standard telecommunication practices and technologies:
Ethernet Switching
IP Routing
BGP
MPLS
Spanning Tree
Dense Wave Division Multiplexing (DWDM)
Domain Name Servers (DSS)
RFC2544 Ethernet Testing
SD-WAN
All applicants that are not internal CT2B, will have to write a technical testShift selection will be based on seniority.Secret-level security clearance by an agency of the Government of Canada or Secret-level security clearance is required. Security clearance can be obtained after hire but is a condition of employment to retain the position.