Service Specialist

Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
Please note that background checks are required as a condition of employment.

**What you will do**:

- Provide 24x7 on call Tier 4 network technical support and fault management of critical failures and non-critical problems to internal departments such as NOC, Implementation, Engineering and Service Delivery.
- Perform provisioning functions as required for growth activities, and project work
- Interface with vendor Technical Assistance Centre’s for assistance in resolving escalated network outages, chronic customer issues and network performance issues
- Manage maintenance window planned and non-planned activity between the hours of Midnight and Six AM on an as required basis
- Liaison with network engineering & PMO to ensure network anomalies are addressed in accordance to criticality
- Implement engineering specifications for software, hardware and feature upgrades
- Acceptance of new software and hardware before it is deployed in the network, including the design and execution of a test plan ensuring Network Management requirements are met
- Enhance network security through user administration of all transport network elements.
- Administer and deploy network element backup policies as part of preventive maintenance routines to ensure effective recovery of systems in emergency situations
- Run monthly performance reports and provide in depth analysis of metrics that do not meet SLA’s
- Perform proactive analysis of statistical data to identify potential fault trends and utilization issues.
- Represent Network Management at project meetings to ensure effective integration of new technologies or enhancements of existing equipment
- Develop, establish, and manage platform specific policies and procedures, including Disaster Recover Procedures and Business Contingency Planning.
- Compile investigation reports for major network outages and customer related issues.
- Create training documentation and provide training to internal departments

**What you will bring**:

- Post-secondary degree/diploma, specializing in telecommunications
- Minimum of 5-10 years' experience in a Technical Assistance or Network Management environment within a transport environment
- Technical expertise and experience must include a solid understanding of the following technologies and protocols:

- SONET - OC192, OC48 OC12 & OC3
- BLSR0
- DWDM
- Ciena CPL,
- Fujitsu 7500,9500
- Nokia PSS
- Ribbon
- Fibre Technology
- Fibre Ring Topologies
- Fibre Plant Policies
- Network Synchronization
- WAN/LAN internetworking principles and practices,
- TCP/IP
- OSPF
- Detailed knowledge of the following equipment would be an asset:

- Fujitsu FLMxxx, 4xxx, 7500 & 9500 platforms
- Fujitsu NetSmart
- Nortel OC192, Optera Metro 3500/5200 and OC48 platforms
- Nortel Perside Surveillance System
- Alcatel 16xx OC12/48 transport, 1301 NMX, 1631DACS & 1830 Platoforms
- NMS platforms : Netsmart, OneControl & PhM
- NEC ITS2400 OC48 System
- NEC RCID Surveillance System
- Tellabs Titan 5500 DACS
- Cisco 15454 SDH Equipment
- Symmetricom Synchronization Systems (Telecom Solutions and Austron)
- MegaSys Network Manager
- Proven troubleshooting skills and an ability to remain focused during emergency restorations of failed services.
- Proven communication, analytical, organizational, and decision making skills to access situations quickly and make informed decisions
- Ability to work efficiently and independently in high stress situations
- Core competencies should include integrity, accountability, adaptable, teamwork, and initiative and customer service orientated.
- PC literate including a working knowledge of Microsoft Office Suite - XP & NT, UNIX, FTP, Telnet, C++, TL1 and Scripting
- Up-to-date knowledge of related emerging technologies

**Schedule**: Full time

**Shift**: On Call

**Length of Contract**: Not Applicable (Regular Position)

**Work Location**:8200 Dixie Road (101), Brampton, ON

**Travel Requirements**: None

**Posting Category/Function**:Technology & Engineering

**Requisition ID**: 273452

**Together, we'll make more possib