Field Technicial Service Specialist

1 week ago

Winnipeg, Canada Broadband Communications North Full time

Position Summary

The Technical Services Technician will be responsible for providing technical support for escalated tickets and network operational issues, and for providing support to enterprise clients. Additionally, field support will be required to ensure that infrastructure is implemented and maintained, utilizing either Satellite, Radio, or Fiber. Work includes receiving, prioritizing, documenting, and actively resolving work-orders and end-user requests. Excellent customer service skills are essential in this position.

**Responsibilities**:

- Assist with the preparation, and implementation of work orders related to company infrastructure, or client requirement
- Provide support and maintenance for BCN network infrastructure, ensuring that up-to-date documentation is recorded
- Where assigned, configure, deploy, and maintain network and retail equipment
- Provide Tier 2 systems support (tickets) and troubleshooting
- Responsible for monitoring and troubleshooting all sources of fiber, wireless or satellite issues
- Work externally with vendors, telecom providers and other technology teams to bring issues to resolution and take actions to prevent future occurrences
- Work internally with operational teams (including customer care teams) and other internal partners to satisfy customer requirements
- Write instructional and technical support documents for support staff as well as end-users/customers

Education & Experiences
- Experience in an ISP or telecom environment is advantageous
- Experience in the construction industry would be beneficial
- Understanding of Northern and Indigenous communities
- Proficiency in the use of fiber, radio and/or satellite infrastructure
- TCP/IP knowledge, ability to setup and trace through TCP, or multicast data flows.
- Ability to create Visio or AutoCAD diagrams for the network and infrastructure that we support
- Familiarity with operating systems like Linux, and Windows to troubleshoot network issues
- Knowledge of ITIL

Core Competencies
- A team player, who can also take initiative
- Excellent communications (oral and written)
- Ability to work under pressure and handle multiple tasks
- Strong attention to detail with the ability to organize and set priorities
- Enjoys the changing demands of technology and embraces learning and expanding their knowledge
- Model expected behaviours to supporting a service excellence culture:

- Seeing everything through the lens of the customer
- Paying attention to the physical environment because everything speaks
- Providing service delivery that will create service wows

Work Conditions
- Extensive provincial travel is required by many modes of travel
- Shift work, extended hours, evening, and weekend work to meet deadlines especially in the field
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and other components
- Lifting and transporting of heavy objects (50lbs), such as wireless and satellite equipment
- Limited exposure to RF spectrum

**Job Types**: Full-time, Permanent

**Salary**: $37,450.00-$58,500.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability

COVID-19 considerations:
Yes

Willingness to travel:

- 50% (required)

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