Network Support Specialist
2 weeks ago
Rogers Communications is a leading Canadian telecommunications company dedicated to connecting Canadians and shaping the future of technology. Our Technology team works tirelessly to provide innovative solutions, drive large-scale projects, and expand connectivity nationwide.
Job SummaryWe are seeking a skilled Network Support Specialist to join our team. This role will be accountable for providing Tier 2 and Tier 3 operational support for Rogers Core Networks and Services, working in a 24x7 environment. The successful candidate will be responsible for incident and change management, monitoring network alarms, and ensuring the availability of Rogers Services.
Key Responsibilities- Provide centralized operational support for Rogers Core Networks and Services, supporting residential and business customers 24x7x365
- Accountable for meeting Key Performance Indicator SLAs for customer-impacting incidents
- Manage and drive incident bridges, performing the incident commander role to resolve incidents efficiently
- Monitor network alarms and health using network management tools to ensure maximum availability of Rogers Services
- Enforce and adhere to Change and Incident Management policies
- Monitor change control activities to ensure transparency for end customers
- Interface with Network Operations Groups, Engineering, 3rd Party Carriers, Partners, and Customer Facing Groups
- Perform disaster recovery and pre-plan implementation
- Assist in implementing and testing new services and platforms, ensuring successful project completion
To be successful in this role, you will need:
- An engineering degree or diploma with five years of experience in Telecommunication Technologies or a related field
- Diagnostic, analytical, and troubleshooting skills
- Strong knowledge of Optical Transport Switching and Fibre Technology, including DWDM, CWDM, SONET, OTN, CDC, DCN, and others
- Comprehensive knowledge of platforms such as CIENA, Fujitsu, Nokia, Ribbon
- Working knowledge of core networks, routing and switching protocols, transport optical switching and fibre technology, GPON
- Experience troubleshooting fibre infrastructure, OTDR testing, power meters, and end-to-end testing
- Excellent incident management abilities, with a focus on communication and driving incidents to resolution
- Self-motivation, accountability, and the ability to take initiative in identifying and resolving problems independently
- Ability to work in a fast-paced, dynamic environment with multiple priorities, focusing on quality and efficiency
As a Network Support Specialist at Rogers Communications, you can expect:
- A competitive salary of $80,000 - $110,000 per year
- A comprehensive benefits package, including health and dental coverage, pension plan, RRSP, TFSA, and stock matching programs
- Discounts on Rogers services and products, Blue Jays tickets, and wireless accessories
- Paid time off for volunteering
- Company-matching contributions to charitable organizations
- Growth and development opportunities, including career development programs and priority access to internal roles
- Wellness programs, including employee and family assistance, cognitive behavioural therapy, and virtual fitness classes
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