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About the Role

The Tier 2 Technical Support Rep reports directly to the Tier 2 Technical Support Supervisor and assists with troubleshooting and provisioning of commercial customers services and provides support to Customers.

Responsibilities

• Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP
• Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON
• Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting.
• Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
• Direct customer escalations to the appropriate product teams
• Assist Tier 1 Technical Support Reps 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.
• Handle future front-line issues created by new products/services and any other duties assigned by your manager.

Requirements

• Understanding of the OSI reference model for how applications communicate over a network
• Knowledge of Routed protocols such as TCP/IP version 4 and version 6
• Understanding of CIDR address allocation
• Knowledge of Layer 2 switching
• Conceptual understanding of hosted voice network service delivery.
• Knowledge of IP allocation mechanisms such as DHCP, static assignments, and subnetting.
• Must be legally eligible to work in Canada.

Skills

• Troubleshooting DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP
• Troubleshooting Cisco IOS/XR/XE, Junos, GPON
• Troubleshooting customer LAN issues, including WIFI configuration
• Identifying network events
• Directing customer escalations
• Assisting Tier 1 Technical Support Reps
• Maintaining industry knowledge
• Understanding of GPON
• Understanding of DNS/RDNS
• Bilingual French/English

Location

• Toronto
• Montreal
• Vancouver

Work Type

• 24/7 availability for all shifts

Salary/Compensations

• Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience.
• The salary range indicated includes a Short Term Incentive Plan (“STIP”) which represents a percentage of your Base Salary based on the achievement of individual and corporate objectives.

Benefits

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• A comprehensive total rewards package, including Traditional Spending Account (TSA) and Health Care Spending Account (HCSA) coverage
• An additional five (5) personal care days

About the Company

• We don’t just build networks, we build communities.
• From our roots in Liberty Village to our growing footprint across Toronto, Montreal, and Vancouver, Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network.
• With 500+ employees and an entrepreneurial mindset, we move fast, think creatively, and stay connected to the people who make Beanfield what it is.
• If you thrive in a collaborative, high-impact environment where your work matters, you will feel right at home.
• We Are Challengers: We lead the way. We disrupt the industry by thinking differently, moving quickly, and taking ownership. We operate with a startup mentality and believe in building and investing in our own infrastructure, and our people.
• We Are United: We operate as one team. Collaboration is core to how we work, and every idea matters. We believe strong partnerships and shared ownership lead to better outcomes.
• We Care: We care deeply about our employees, partners, customers, and communities. We build trust through open communication, thoughtful decisions, and a relentless focus on our brand and customer experience.

Equal Opportunity

• At Beanfield, we’re proud to be an equal-opportunity employer.
• We believe that diverse teams make stronger teams. No matter your background, experience, or life story, if you meet the requirements for this role, we want to hear from you.
• We are committed to creating an inclusive and accessible 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.
• Beanfield provides reasonable accommodations at all stages of the recruitment and selection process. If you need support during your application or interview, please reach out to us at recruitment@beanfield.com, we are happy to help.