Tier 1 Helpdesk

About Us

Broadband Communications North (BCN) is a not-for-profit Indigenous organization based in Winnipeg, Manitoba. Since 2002, BCN has been delivering high-speed broadband to rural, northern, and remote communities across the province. Today, we operate one of Canada's largest Indigenous community networks, spanning over 1,000 km and serving more than 62 communities.

We provide vital connectivity services that support health care, education, justice, governance, and economic development. Our team is committed to empowering Indigenous communities through reliable internet access, technical training, and local employment opportunities. BCN utilizes satellite, fixed wireless, and fiber optic technologies to serve residential, business, enterprise, and wholesale clients.

As an organization working closely with Indigenous communities, we encourage applications from First Nations, Métis, and Inuit peoples, and may prioritize Indigenous candidates in accordance with applicable employment equity legislation.

Position Summary

The Tier 1 Helpdesk – Resolution Team is the first point of contact for BCN customers and partners. The position focuses on resolving client issues, processing service requests, and providing first-level technical assistance for broadband Internet, wireless, and enterprise services.

Team members handle inbound and outbound calls, emails, and tickets through BCN's helpdesk system. They triage requests, document all activities, and coordinate with higher-tier technicians and other departments to ensure timely resolution. Strong communication, organizational, and customer-service skills are essential for success in this role.

This is an entry-level position ideal for individuals looking to build a foundation in IT and telecommunications within a fast-paced, community-focused organization.

Key Responsibilities

Customer Service & Administration

• Act as the first point of contact for BCN retail Internet and Community ISP clients.
• Respond to client inquiries by phone and email, ensuring courteous and professional communication.
• Process new activations, cancellations, and account updates.
• Document all client interactions and resolutions in BCN's helpdesk system.
• Handle billing inquiries, payment processing, and monthly invoicing coordination.
• Support account collections and implement disconnect procedures when required.
• Follow up on open tickets to ensure client satisfaction.
• Educate customers about BCN products, services, and basic troubleshooting steps.
• Maintain clear communication with end-users throughout the ticket lifecycle, providing status updates and documenting all troubleshooting steps.
• Assist the Finance Manager or Finance Assistant with administrative tasks and special projects as required.

Technical Support

• Provide Tier 1 troubleshooting for internet connectivity, equipment configuration, and account access issues.
• Follow documented procedures to resolve tickets and escalate complex issues to Tier 2 or Tier 3 staff.
• Assist with configuration and testing of customer premises equipment (CPE) under supervision.
• Log all diagnostic steps, updates, and resolutions clearly and accurately.
• Contribute to the creation of internal documentation, FAQ articles, and setup guides.
• Demonstrate strong communication skills when assisting users with limited technical backgrounds.
• Stay informed of common IT and networking issues relevant to BCN's systems and participate in continuous learning.

Enterprise & Specialized Services

• Assist with monitoring enterprise client systems (e.g., Meraki, FortiGate) under direction from Tier 2 staff.
• Support firmware updates, device renewals, and inventory tracking.
• Coordinate Return Merchandise Authorization (RMA) processes when necessary.
• Provide administrative support for enterprise service renewals and client reporting.

Qualifications & Experience

Education:

• High school diploma or equivalent required.
• Technical training, certificates, or coursework in IT support or networking is an asset (but not required).

Experience:

• Minimum 1 year of experience in a customer service, call center, or helpdesk support role.
• Familiarity with ticketing systems and IT service workflows (e.g., ITIL principles).
• Basic understanding of computers, networking, and Wi-Fi connectivity.
• Ability to follow technical procedures accurately and document work clearly.
• Experience working with or supporting Indigenous communities is considered an asset.

Core Competencies

• Strong verbal and written communication skills.
• Customer-focused, patient, and empathetic when assisting clients.
• Organized with strong attention to detail and documentation accuracy.
• Able to manage multiple tasks and prioritize effectively.
• Comfortable learning new technologies and software tools.
• Team-oriented and adaptable in a dynamic environment.
• Ability to explain technical issues clearly to non-technical users.
• Ability to manage competing priorities while maintaining quality service.
• Commitment to continuous learning and adapting to evolving technologies.
• Culturally respectful and aware when engaging with Indigenous communities.

Work Conditions

• Standard 35+ hour workweek, Monday to Saturday (shift rotation between 8:30 AM and 6:00 PM).
• On-call coverage may occasionally be required during evenings, weekends, or holidays.
• Position is primarily office-based in Winnipeg, with no travel required.
• Ability to sit for extended periods and perform repetitive computer-based tasks.
• May require occasional lifting or moving of computer equipment (up to 25 lbs).

Job Type:

Full-time, Permanent

Benefits:

• Extended health, dental, and vision coverage
• Disability and life insurance
• Paid vacation and personal days.
• Casual dress environment
• Training and professional development opportunities

Schedule:

• 8-hour shift, Monday to Saturday

Work Location:

In person (Winnipeg-based)

Job Types: Full-time, Permanent

Pay: $17.00-$20.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Wellness program

Education:

• Secondary School (required)

Experience:

• customer service, call center, or helpdesk support : 1 year (preferred)

Work Location: In person