Network Operations Specialist Tier 2

PomeGran Inc. is the fastest
- growing fibre
- based rural broadband company in Canada, and has been locally owned and has operated across three Canadian provinces for many years. The company is hiring a System Support Technician (Tier 2) for our Network Operations and Engineering Department. This is a full-time position and will be in-person, in the Toronto headquarters.
- **Position Overview**

The Tier 2 Operations Specialist is responsible for providing advanced technical support to the Customer Service team by investigating and resolving service issues across FTTH, WiFi and access network platforms.

This role acts as the first point of technical escalation for customer-reported incidents, supporting front-line agents with timely resolution, system verification, and coordination with NOC and engineering teams. The specialist ensures accurate service delivery, improves customer experience through root cause identification, and maintains detailed operational documentation.

This position is critical in bridging customer-facing support with backend network and system teams, helping to stabilize service delivery, reduce repeat incidents, and enhance support workflows for home connectivity, fiber provisioning, and CPE performance.
- **Key Responsibilities**:

- Technical Expertise: Provide advanced troubleshooting for managed FTTH/XGSPON services and cloud solutions.
- Networking & Firewall Security: Configure and troubleshoot VLANs, NAT policies, DHCP, protected wireless networks, and other advanced networking concepts.
- Customer Service Excellence: Deliver outstanding service, ensuring customer satisfaction, upholding SLAs, and exceeding performance goals.
- Process Optimization: Develop and maintain standard operating procedures to enhance service delivery efficiency.
- Collaboration & Culture: Work closely with internal teams, fostering a culture of teamwork, integrity, and service excellence.
- Documentation & Reporting: Maintain accurate records of client environments and analyze feedback to drive improvements.
- **Required Qualifications**

**Education & Experience**
- Bachelor's degree in Computer Science, Electrical Engineering, or related field.
- 3+ years of experience in FTTH/XGSPON, OSS/BSS platforms, and telecom operations.

**Technical Competencies**:

- Deep understanding of XGSPON infrastructure, cloud hosing, IP routing and network security.
- Strong Hands-on experience and troubleshooting skills to resolve advanced technical challenges.
- Ability to clearly communicate complex technical concepts to both clients and team members.

**Key Traits & Skills**:

- Customer Focus: Passion for helping others and delivering exceptional service.
- Critical Thinking: Ability to analyze, troubleshoot, and resolve complex telecom issues efficiently.
- Adaptability: Thrive in a fast-paced environment and adjust to changing client needs.
- Collaboration: Work seamlessly with peers, leadership, and clients to achieve success.
- Time Management: Prioritize workload effectively, balancing multiple tasks with attention to detail.
- Professional Growth: Commitment to continuous learning and obtaining relevant certifications.

**Preferred Qualifications**
- Familiar with telecom network operations and OSS/BSS workflows.
- Hands-on experience on Nokia IP routing, XGSPON solutions, including Altiplano and NSP integration.
- Familiar with ticketing and change management.
- Understanding of transport and ethernet network infrastructure.
- Certifications on Nokia solutions including IP Routing, XGSPON and DWDM.

Pay: $50,000.00-$80,000.00 per year

**Benefits**:

- Company events
- Extended health care
- Paid time off

Work Location: In person