Bilingual Tier 2 Member Support

5 days ago

Woodstock, Canada Njoyn Full time
Bilingual Tier 2 Member Support - Xplore Business (Fixed Term Maternity Coverage)

Job Type: Term, Full-time

Job Location: Fredericton, NB, Woodstock, NB, Cornwall ON

We are looking for a Bilingual Tier 2 Network Operations Technician that will be responsible for the support, operation and performance of Enterprise Solutions Networks including customer circuits. This position will be responsible for the dispatch of Dealers, Contractors and Field Crews to resolve customer and Xplore Business technical issues. This position is also tasked with daily/weekly reports, Outage Notifications and day-to-day management of the Xplore Business network infrastructure. The Tier 2 Network Operations Technician will work closely with all departments and ensure that business operations run smoothly, supporting our customers and staff. Support of escalated issues by ticket and phone is required daily. This position involves shift and on-call work covering days, evenings and weekends. This position reports to the Xplore Business Network Manager.

Key responsibilities include:
  1. Xplore Business Network and Customer monitoring and support - Maintain and support operation of Fixed Wireless, Satellite and IP network elements (Point to Point, Access Points and switches).
  2. Outage management/scheduled maintenance - Quickly assess impact and resolve emergency escalations while adhering to defined procedures. Accurately notify appropriate parties and follow up with providers as needed.
  3. Network change requests - Monitor and report on all network change requests. Act as a liaison between Xplore Business, Field Ops, Net Ops, Engineering and 3rd party providers for network related activities.
  4. Ticket management/customer care support - Monitor escalated ticket queues and provide daily updates on status.
The ideal candidate will possess:
  1. Bilingualism is a must (English & French).
  2. The ability to effectively problem solve.
  3. Must be able to multitask.
  4. Ability to interact and effectively communicate at various levels within the organization.
  5. Organizational skills.
  6. Functions well in a team environment.
  7. Has a broad knowledge of IT and business processes required in support of enterprise application delivery environments.

As a condition of employment and in order to comply with industry-related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada's fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better everyday rural living, for today and future generations.

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