Technical Support Representative, Tier 1

**About Us**:
At Beanfield, we’re not just building networks, we’re building communities. We’re dedicated to investing in our 100% Canadian-based employees, 100% Canadian-driven investments, and our 100% Canadian operations. We’ve spent over 35 years growing a fibre-optic network that connects people and businesses across Toronto, Montreal, and Vancouver. Beanfield has always challenged the status quo, believing that everyone deserves fast and reliable fibre internet.

**We are Challengers**, leading the way, disrupting the industry with a startup mentality and a focus on building our own infrastructure.

**We are United**, operating as one team, where everyone's ideas are valued.

**We Care**, prioritizing the well-being of our employees, partners, customers, and communities. We foster trust, communicate openly, and focus on our brand and customers.

Come join our team as we continue to connect communities and foster choice, by providing fast and reliable fibre Internet to Canadians.

**Position Summary**:
Are you passionate about technology and love solving problems? As a Tier 1 Technical Support Representative, you’ll be the first line of defence in delivering top-tier technical assistance to our residential customers. Reporting directly to the Tier 1 Technical Support Manager, you’ll play a crucial role in troubleshooting, provisioning, and ensuring seamless customer experiences.

If you thrive in a fast-paced environment, enjoy working with cutting-edge networking technologies, and love helping people, this role is for you

**What you will be doing**:

- 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
- Bilingual English and French considered preferred.

**What's in it for you?**
- Competitive base salary plus annual bonus based on company and individual performance.
- Permanent, full-time position.
- A comprehensive group insurance plan - medical, dental, vision care with health and lifestyle spending accounts.
- A fantastic parental leave top-up program.

**At Beanfield, we are proud to be an equal-opportunity employer.**

We are committed to fostering a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.**À propos de nous**:
Chez Beanfield, nous ne nous contentons pas de construire des réseaux, nous construisons des communautés. Nous nous engageons à investir dans nos employés 100 % canadiens, dans des investissements 100 % canadiens et dans nos activités 100 % canadiennes. Depuis plus de 35 ans, nous développons un réseau de fibre optique qui relie les particuliers et les entreprises à Toronto, Montréal et Vancouver. Beanfield a toujours remis en question le statu quo, convaincu que tout le monde mérite un accès Internet rapide et fiable par fibre optique.

Nous sommes des challengers, nous ouvrons la voie et nous révolutionnons le secteur avec un état d'esprit start-up et une volonté de construire notre propre infrastructure.

Nous sommes unis, fonctionnant comme une seule équipe, où les idées de chacun sont valorisées.

Nous nous soucions du bien-être de nos employés, de nos partenaires, de nos clients et de nos communautés. Nous favorisons la confiance, communiquons ouvertement et nous concentrons sur notre marque et nos clients.

Rejoignez notre équipe alors que nous continuons à connecter les communautés et à favoriser le choix, en fournissant un Internet par fibre optique rapide et fiable aux Canadiens.

**Résumé du poste**:
Êtes-vous passionné par la technologie et aimez résoudre des problèmes ? En tant que Représentant du Support Technique de Niveau 1, vous serez en première ligne pour fournir une assistance technique de premier ordre à nos clients résident