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Tier 2 Technical Support Representative

4 months ago

Montréal, Canada Beanfield Technologies Inc. Full time

**Our Company**:
We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighborhood of Liberty Village, we've always understood the importance of connection. That's why we committed ourselves to building a fiber-optic network throughout the community and have continued to expand our network ever since. For 35+ years, we have been proud to build, own, and operate an extensive & robust fiber-optic network throughout Toronto, Montreal, and Vancouver. Now with 450+ employees, we continue to deploy our own construction, fiber splicing, installation, network operations and support teams. Our services are delivered to thousands of commercial and residential service addresses using Beanfield owned facilities.

**Position Summary**:
The Tier 2 Technical Support Representative reports directly to the Tier 2 Technical Support Supervisor and assists with troubleshooting and provisioning of commercial customers services and provides support to Customers. Please note that this will be a contract position.

**Responsibilities**:

- Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP
- Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON
- Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting.
- Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
- Direct customer escalations to the appropriate product teams
- Assist Tier 1 Technical Support Reps and other departments as needed.
- Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
- Must be available 24/7 for all shifts.
- Any future front-line issues that might be created because of new products/services as well as any other duties as assigned by your manager.

**Skills & Qualifications**:

- Understanding of GPON, DNS/RDNS is considered an asset.
- Conceptual understanding of hosted voice network service delivery.
- IP allocation mechanisms such as DHCP, static assignments, and subnetting.
- Bilingual French/English is an asset.

**_Must love dogs. Yes, you read that right, we have our very own office dog, Beans_