Technical Support Representative, Tier 1

**Our Company**:
At Beanfield, we are about building communities, not just networks. For over 35 years, we have been proud to build, own, and operate an extensive & robust fibre-optic network throughout Toronto, Montreal, and Vancouver. 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.

Now with over 450 employees, we continue to deploy our own independent construction, fibre splicing, installation, network operations and support teams. Our services are delivered to over thousands of commercial and residential service addresses using Beanfield owned facilities.

**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 defense in delivering top-tier technical assistance to our residential customers. Reporting directly to the Tier 1 Technical Support Supervisor, 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

**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**:

- 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 Compensation: Enjoy a solid base salary plus a performance-based bonus tied to both company and individual achievements.
- Stability and Growth: A permanent, full-time position where you can build your career.
- Comprehensive Benefits: Access to a robust group insurance plan, including medical, dental, and vision care, with health and lifestyle spending accounts.
- Parental Leave Support: Benefit from a generous parental leave top-up program designed to support you and your family.

**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, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.
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- French Translations_

**Notre entreprise**:
Chez Beanfield, nous bâtissons des communautés, pas seulement des réseaux. Depuis plus de 35 ans, nous sommes fiers de concevoir, posséder et exploiter un vaste réseau de fibre optique robuste à Toronto, Montréal et Vancouver. Nous croyons que les personnes sont au cœur de tout ce que nous faisons. Nous nous engageons à améliorer la vie de nos clients, de nos employés et des communautés où nous vivons et travaillons.

Fondée dans le quartier défavorisé de Liberty Village à Toronto, notre entreprise a toujours compris l'importance de la connexion. C'est pourquoi nous nous sommes engagés à construire un réseau de fibre optique dans cette communauté, et nous continuons d'étendre notre réseau depuis.

Avec plus de 450 employés aujourd'hui, nous continuons à déployer nos propres équipes indépendantes de construction, de fusion de fibre, d'installation, d'exploitation de réseau et de support. Nos services sont fournis à des milliers d'adresses commerciales et résidentielles grâce aux infrastructures détenues par Beanfield.

**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 p