Technical Support Representative

2 weeks ago

Montréal, Canada Beanfield Metroconnect Full time

**OBJECTIF DU POSTE**

Êtes-vous à la recherche d'un poste dynamique et enrichissant qui utilise vos compétences en résolution de problèmes dans un environnement stimulant et en évolution rapide ? Nous recherchons un représentant du support technique talentueux pour rejoindre notre famille Beanfield et offrir une expérience client exceptionnelle.

Chez Beanfield, nous sommes fiers de permettre aux personnes, aux communautés et aux entreprises de rester connectés grâce à nos services Internet, téléphoniques et IPTV indépendants. Établi en 1988, nous avons considérablement grandi au cours des dernières années; dans les effectifs et dans les bâtiments que nous desservons. Une chose qui n'a pas changé : la qualité des interactions entre notre clientèle grandissante de l'Ontario et du Québec. Notre équipe de support technique comprend l'importance de fournir un support de classe mondiale tout en offrant une expérience client exceptionnelle.

Êtes-vous prêt à devenir notre prochaine superstar de l'assistance technique ?

**RESPONSABILITÉS**
- Répondre aux appels et aux courriels entrants et agir comme premier point de contact auprès de la clientèle; Suivre les procédures normalisées du centre d’assistance;
- Offrir un dépannage et déceler la nature des problèmes éprouvés par les clients quant au réseau local (LAN), y compris la configuration Wi-Fi et le soutien général requis à distance ou sur place;
- Assurer la fourniture, le transfert, le maintien et la prise en charge de tous les services offerts par Beanfield;
- Configurer l’infrastructure réseau destinée aux clients comme les systèmes Cisco et fournir le dépannage requis, au besoin;
- Travailler avec les systèmes IOS/XR/XE, JunOS, GPON et Broadsoft;
- Installer et configurer des systèmes téléphoniques d’entreprise et former les utilisateurs chez les nouveaux clients;
- Recenser les tendances et les habitudes d’utilisation des systèmes dans le but de déceler les incidents touchant le réseau qui pourraient nécessiter un recours hiérarchique;
- Orienter les demandes des clients vers les équipes de produits concernées;
- Aider les techniciens à l’installation et le personnel des autres services à résoudre des problèmes techniques, au besoin;
- Rester au courant des tendances, des concepts, des pratiques et des procédures de l’industrie ainsi que de leur effet potentiel sur les activités;
- Régler tout problème de première ligne pouvant découler de nouveaux produits ou services et accomplir les tâches confiées par son ou sa gestionnaire.

**CONNAISSANCES ET COMPÉTENCES**
- Protocoles de routage, comme TCP/IP versions 4 et 6, et attribution d’adresses CIDR; Commutation de couche 2;
- Compréhension de l’infrastructure optique passive gigabit (GPON), un atout;
- Compréhension conceptuelle de la prestation de services réseau de voix hébergés;
- Mécanismes d’attribution d’adresses IP comme le protocole DHCP, attribution d’adresses IP statiques et sous-réseautage; DNS/RDNS;
- Bilinguisme.
- ** Un permis de conduire du Québec valide est **_essentiel_** pour ce poste.**:

- Certificat CCNA or CCNP

**CE QUE NOUS OFFRONS**
- Un rôle gratifiant présentant des occasions de perfectionnement et vous permettant de participer à la croissance de l’entreprise;
- Des formations payées par l’entreprise et des indemnités de formation continue.
- Un régime complet et concurrentiel d’avantages sociaux comprenant la couverture des soins de santé et des soins dentaires, une indemnité pour téléphone cellulaire, l’assurance voyage, un compte de dépenses courantes imposables, un compte de gestion santé et unprogramme d’aide aux employés. Les membres de notre personnel ne paient aucune prime et aucune déduction n’est retenue sur leur paie

**PURPOSE OF THE ROLE**:
Are you looking for a dynamic and rewarding position that utilizes your problem-solving skills in a challenging and fast-paced environment? We are looking for a talented Technical Support Representative to join our Beanfield Family and provide exceptional customer experience.

At Beanfield, we pride ourselves in enabling people, communities and businesses to stay connected through our independently owned internet, phone, and IPTV services. Established in 1988, we’ve grown significantly over the last few years; in headcount, and in buildings we service. One thing that hasn’t changed: the quality of interactions between our growing Ontario & Quebec customer base. Our Technical Support team understands the importance behind providing world-class support while providing outstanding customer experience.

Are you ready to be our next Technical Support superstar?

**Responsibilities**:

- Provision, hand-off, maintenance, and support of all Beanfield services
- Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, JunOS, GPON, and Broadsoft
- Troubleshoot and identify

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