Helpdesk Support Analyst

**Our company**

We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighbourhood of Liberty Village, we've always understood the importance of connection. That's why we committed ourselves to building a fibre-optic network throughout the community and have continued to expand our network ever since. For 30+ years, we have been proud to build, own, and operate an extensive & robust fibre-optic network throughout Toronto & Montreal. Now with 400+ employees, we continue to deploy our own construction, fibre splicing, installation, network operations and support teams. Our services are delivered to thousands of commercial and residential service addresses using Beanfield owned facilities.

**Our Values**

**We Are Community**:People first, always. We build trust through empathy and honesty. We align around our collective purpose. We are service of the whole. We are stronger together than we could ever be alone. When we show up for each other, we can create anything. Being in community is what gives us purpose and meaning.

**We Are Different**:We know who we are and are creating our own destiny. We see the world differently. We explore. We are curious. We go first and do what others haven’t done before. By thinking differently, we build better.

**We Cherish Momentum**:Momentum is more than just being busy or ticking items off our to-do list. It's about nurturing our ideas, creating rituals and routines that align with our priorities, and staying optimistic in the face of setbacks. It's about feeling in control and being confident that we can find solutions to whatever problems come our way.

**Position Summary**:
Are you looking for a dynamic and rewarding position that utilizes your problem-solving skills in a challenging and fast-paced environment? We are looking for a talented Help Desk Support Analyst to join our Beanfield Family and provide exceptional customer experience.

At Beanfield, we pride ourselves in enabling people, communities, and businesses to stay connected through our independently owned internet, phone, and IPTV services. Established in 1988, we’ve grown significantly over the last few years; in headcount, and in buildings we service. One thing that hasn’t changed: the quality of interactions between our growing Ontario & Quebec customer base. Our Technical Support team understands the importance behind providing world-class support while providing outstanding customer experience.

**Responsibilities**:

- 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**:

- At least 2-year practical experience in a technical support position.
- Good communication and interpersonal skills.
- Excellent time management and organizational skills
- 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 is an asset.

**_Must love dogs. Yes, you read that right, we have our very own office dog_