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Tier 1 Technical Support Representative

4 weeks ago

Toronto, Canada Beanfield Technologies Inc. Full time

**English Version**

**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 30+ years, we have been proud to build, own, and operate an extensive & robust fiber-optic network throughout Toronto, Montreal, and Vancouver. Now with 400+ 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.

**Our Values**:
**We Are Community**: People first, always. We build trust through empathy and honesty. We align around our collective purpose. We are service of the whole. We are stronger together than we could ever be alone. When we show up for each other, we can create anything. Being in community is what gives us purpose and meaning.

**We Are Different**:We know who we are and are creating our own destiny. We see the world differently. We explore. We are curious. We go first and do what others haven’t done before. By thinking differently, we build better.

**We Cherish Momentum**: Momentum is more than just being busy or ticking items off our to-do list. It's about nurturing our ideas, creating rituals and routines that align with our priorities, and staying optimistic in the face of setbacks. It's about feeling in control and being confident that we can find solutions to whatever problems come our way.

**Position Summary**:
The Tier 1 Technical Support Rep reports directly to the Tier 1 Technical Support Supervisor and assists with troubleshooting and provisioning of residential customers services and provides support to Customers.

**Responsibilities**:

- Provision, hand-off, and support Beanfield residential services such as home phone, IPTV, Internet
- Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, GPON
- Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote and/or on-site support.
- Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
- Follow standard helpdesk procedures.
- Assist Customer Experience Analysts, Installers, 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**:

- 1-2 years of work experience in Telecom tech support roles.
- Knowledge on routed protocols such as TCP/IP version 4 as well as an understanding of CIDR address allocation.
- Understanding of GPON is an asset.
- IP allocation mechanisms such as DHCP, static assignments, and subnetting
- Must be bilingual.

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

** French Version**

**Notre entreprise**:
Nous construisons des communautés, pas seulement des réseaux. Nous pensons que les personnes sont au cœur de tout ce que nous faisons. Nous nous engageons à améliorer la vie de nos clients, de nos employés et des communautés dans lesquelles nous vivons et travaillons. Fondés dans le quartier mal desservi de Liberty Village à Toronto, nous avons toujours compris l'importance de la connexion. C'est pourquoi nous nous sommes engagés à construire un réseau de fibre optique dans toute la communauté et nous avons continué à étendre notre réseau depuis lors. Depuis plus de 30 ans, nous sommes fiers de construire, de posséder et d'exploiter un réseau de fibres optiques étendu et robuste à travers Toronto, Montréal et Vancouver. Aujourd'hui, avec plus de 400 employés, nous continuons à déployer nos propres équipes de construction, d'épissage de fibres, d'installation, d'exploitation de réseaux et d'assistance. Nos services sont fournis à des milliers d'adresses commerciales et résidentielles en utilisant les installations appartenant à Beanfield.

**Nos valeurs**:
**Nous sommes la communauté**: Les gens d'abord, toujours. Nous instaurons la confiance par l'empathie et l'honnêteté. Nous nous alignons sur notre objectif collectif. Nous sommes au service de l'ensemble. Nous sommes plus forts ensemble que nous ne pourrons jamais l'être seuls. Lorsque nous nous montrons les uns pour les autres, nous pouvons créer n'importe quoi. Le fait d'être en communauté est ce qui nous donne

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