Enterprise Wireless Specialist

2 weeks ago

Brampton, Canada Rogers Communications Full time

Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
**The Enterprise Wireless Specialist's functions include but not limited to the following**
- Take ownership as the single point of contact for proactive and escalated service/network impacts; and resolve them as per guidelines set by departmental and established corporate objectives.
- Work closely with internal support teams to restore or resolve service/network impacts within defined MTTR’s and SLA’s.
- Provide ongoing communication and notification with internal stakeholders during time of outage or service impact.
- Document all interactions and troubleshooting steps taken to resolve issue in ticketing system.
- Perform initial troubleshooting, and if necessary - perform corrective action or escalate internally to platform support to ensure MTTR’s and SLA’s are met.
- Adhere to standard processes and policies for Incident/Change/Problem Management.
- Write incident reports, SLT (Senior Leadership Team) incident reviews as required.
- Document and update where necessary and assigned; processes, known issues, support documents, wiki, etc.
- Contribute to continuous improvement initiatives stemming from root cause analysis, incident reviews, forums, etc.
- Ensure successful completion of assigned projects.

**Qualifications**
- Degree/Diploma in electronics/telecommunications or equivalent work experience.
- Demonstrated knowledge of problem and incident management in a break/fix environment.
- Open and close service tickets, as well as manage the classification, assignment, tracking and completion of requests.
- Technical background knowledge of multiple wireless technologies: GSM, GPRS, UMTS, HSPA, LTE and Next Generation VoLTE/IMS.
- Familiar with the call flow of mobile networks, as well as the interaction nodes in basic infrastructure, parameters and protocols used in mobile networks. Knowledge of wireless propagation principles in 2G, 3G, 4G, LTE, 5G networks.
- Knowledge in TCP/IP protocol stack.
- Working knowledge of RF propagation theory as applies to GSM, UMTS and LTE in the 3GPP standard.
- Familiarity with cellular KPIs such as downlink throughput and CS drop rates.
- Practical troubleshooting and diagnosis / problem solving skills in the following areas: Dropped calls, slow data speeds, loss of signal, loss of service, call completion, signal reception, capacity analysis, interference analysis, coverage assessment, planned outage impact analysis, optimization analysis, call test methodology and procedures.
- Understanding of SIP protocol and analysis is an asset.
- Knowledge working with network management tools such as: Remedy, Tektronics, Netstats, MapInfo, Microsoft Streets & Trips, WinFiol, Business Objects, Citrix, AMOS, U2000, PRS, UETR and PlaNet are Assets.
- Practical field knowledge working with NodeBs, microwave or transport networks are an asset.

**Additional Skills and Competencies**
- Demonstrated strong communication, multitasking, documentation, and organizational skills.
- Strong understanding of various high-level processes.
- Incident Management, Change Management, Problem Management, Knowledge Management.
- Ability to effectively work as an individual contributor in addition to working collaboratively in a team environment.
- Quickly shift priorities and adapt to changes to meet organizational and department requirements.
- Focus on providing excellent customer service by using processes and procedures that are customer oriented and seeking solutions to resolve service issues.
- Ability to solve issues through clear probing, communication, statistical analysis and visualize a problem or situation and think creatively to solve it.
- Competency to read, analyze, and interpret detailed technical manuals, diagrams and engineering documents.
- Build positive internal and external relationships to advance business relationships, knowledge, innovation and meet stakeholder/customer needs.
- Performs work in accordance with the provisions of the Canada Labour Code and Regulations and all corporate/departmental policies and procedures related to Occupational Health a

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