Technical Specialist

2 weeks ago

Brampton, Canada Rogers Communications Full time

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:
**- This is a 6 month Contract -**

As part of the Service Assurance team in the Customer Support Organisation within Rogers for Business, the Service Assurance Specialist is accountable for Tier 2 technical support for various Data Centre Product & Services, Wholesale and Enterprise customer networks and solutions.

**What you will do**:

- Understand business impact, level of criticality and respond accordingly
- Provide professional and timely responses to communication requests (both to customers and internal stakeholders)
- Troubleshoot and isolate
- Data Centre network issues,
- Public Cloud products, (Compute hosts, storage, switching). Ideally with Cisco UCS, NetAPP, Tintri, Nexus, FlexPod.
- Support data backup and recovery solutions (Virtual Server Snapshots, replication, DRaaS, system backups). Ideally with Commvault, Veeam
- Troubleshoot and isolate customer network issues on a Carrier Ethernet-certified network
- Troubleshoot Transport (DWDM), Ethernet/Fibre, TDM, DSL, and Cable last-mile access
- Dispatch and work with Rogers fibre, data centre, third party, and telco technicians
- Able to work effectively in a high-volume environment prioritizing and responding appropriately to customer and business priorities
- Other responsibilities_
- Manage and oversee difficult customer situations and promptly escalate and involve appropriate levels of management where needed
- Demonstrate ownership with customers on incident issues and be a Rogers Brand ambassador
- Record, track and document work in Tickets, Work Orders, Time Tracking tools
- Perform audit functions on client configurations, managed firewall configuration, network diagrams, technical service records, and lead projects to correct any issues found
- Identify operational enhancements and assist in the implementation of solutions
- Assist with the creation and maintenance of training documentation, knowledgebase articles and process documents.
- Facilitate group-training sessions for existing staff

**What you will bring**:

- Technical Requirements_
- Availability and flexibility to work in a 24x7x365 shift environment
- Ability to qualify and perform basic troubleshooting of server level monitoring alerts (high CPU, Disk or memory utilization, service availability, etc.)
- Support various data backup and recovery solutions. Preference given to experience with Commvault and Veeam
- Ability to manage and support cloud hypervisor. Prefer experience Esxi, vmware, HyperV, Vcenter, Vcloud Director, vRealize
- Working knowledge of:_
- DDos Security - monitoring and analyzing events
- Firewall and configurations
- including the setup of ACL’s, site to site VPNs, UTM configurations for Fortigate, Cisco, and Astaro
- Wifi LAN networking and service essentials
- TCP/IP
- MPLS
- Carrier Ethernet
- Network routing protocols
- Network and circuit design principles
- Using out-of-band management protocols. (Remote VPN, ILO, IDRAC, CCIM)
- Core windows services (Active Directory, RDP, Terminal Services, MS SQL, Domain Controller)
- Knowledge of SIP, Video, or Transport technologies as an asset
- Education and Experience_
- Post-Secondary education required in a computer-related field
- 3+ year’s equivalent industry experience
- Active Cisco CCNA certification required
- Certifications (an asset)
- MS windows Server / RedHat Linux server administration
- NetApp / Tintri
- Vmware, Esxi, HyperV, Vcenter
- Commvault / Veeam
- Cisco UCS / Dell / HP
- Cisco network certifications (CCIE, CCENT, CCNP)
- Alcatel certifications in NRS1 or NRS2 an asset
- ITIL foundations
- Other skills_
- Working experience in a technical customer support environment which included intake of calls/tickets, work logging, critical incident recovery
- Working experience escalating with Vendor support
- Good written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Bilingual (French/English) an asset

Schedule: Full time
Shift: Rotating
Length of Contract: 6 Months
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