Senior Technical Specialist for Network Services

2 weeks ago


Toronto, Ontario, Canada Rogers Full time
Company Overview
Rogers is a leading Canadian technology company dedicated to connecting Canadians to the people and things that matter most. Our Technology team drives large-scale, complex, and high-visibility projects that shape the future of technology in Canada.

About the Role
We are seeking a Senior Technical Specialist for Network Services to join our Syndication & Enterprise Services team. As a key member of this team, you will provide technical support for syndicated and enterprise devices and services. Your expertise will be essential in preventing, detecting, and resolving issues with customer premise equipment (CPE), services, and platforms that our customers rely on for their internet and video services.

Key Responsibilities
* Provide technical support and process development to improve residential and enterprise internet and video services
* Assist in identifying, isolating, analyzing, and resolving issues related to CPE devices and syndicated services
* Recommend unique approaches to incident and problem resolution, situation analysis, testing strategies, and fault reproduction
* Effectively troubleshoot and investigate issues to determine root cause and scope of impact to our customer base
* Manage change and release management processes with partners and vendors
* Provide firmware management for non-syndicated modems for TPIA and Rogers Business customers

Requirements
* Minimum 3 years of operations experience
* In-depth knowledge of DOCSIS RF and WiFi standards
* Understanding of ITIL best practices related to Change, Release, Incident, Problem, and Defect Management
* Excellent technical troubleshooting skills and attention to detail
* Excellent interpersonal and verbal and written communication skills
* Self-motivated, organized, and able to work independently and in teams
* Experience with Jira, Splunk, and Power BI preferred

Benefits
* Competitive salary: $95,000 - $110,000 per year
* Comprehensive health and dental benefits
* Pension plan and employee stock options
* Generous employee discounts
* Leadership development, mentorship, and coaching programs

About Us
Rogers is committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute their best work. We offer flexible work arrangements, paid time off for volunteering, and a range of wellness programs to support your overall well-being.

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