![Beanfield Technologies Inc.](https://media.trabajo.org/img/noimg.jpg)
Tier 1 Technical Support Representative
2 weeks ago
**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 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 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. Please note that this will be a 14 month contract position.
**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 35+ 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 450+ 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.
**Résumé du poste**:
Le représentant de l'assistance technique de niveau 1 dépend directement du superviseur de l'assistance technique de niveau 1 et participe au dépannage et à l'approvisionnement des services des clients résidentiels et fournit une assistance aux clients.
**Responsabilités**:
- Fourniture, transfert et soutien des services résidentiels de Beanfield tels que le téléphone résidentiel, la télévision sur IP, l'Internet
- Configurer et dépanner les infrastructures de réseau orientées vers le client, telles que Cisco IOS/XR/XE, GPON
- Dépanner et identifier les problèmes de réseau local des clients, y compris la configuration WIFI et l'assistance générale lors de l'assistance à distance et/ou sur site.
- Identifier les tendances et les modes d'utilisation afin d'identifier les événements de réseau qui peuvent nécessiter une escalade.
- Suivre les procédures standard du service d'assistance.
- Assister les analystes de l'expérience client, les installateurs et d'autres départements si nécessaire.
- Maintenir une connaissance actualisée des tendances, des concepts, des pratiques et des procédures du secteur et de leur impact potentiel sur l'entreprise.
- Doit être disponible 24 heures sur 24, 7 jours sur 7, pour toutes les équipes.
Tout fu
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