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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 other duties as assigned.

Requirements

• Understanding of the OSI reference model for network communication
• Knowledge of Routed protocols such as TCP/IP version 4 and version 6
• Understanding of CIDR address allocation
• Knowledge of Layer 2 switching
• Understanding of GPON, DNS/RDNS is considered an asset.
• Conceptual understanding of hosted voice network service delivery.
• Knowledge of IP allocation mechanisms such as DHCP, static assignments, and subnetting.
• Bilingual French/English is an asset.
• Must be legally eligible to work in Canada.

Skills

• Troubleshooting
• Provisioning
• Network Infrastructure Support
• LAN Issues
• WIFI Configuration
• Customer Support
• Network Event Identification
• Escalation Management
• Industry Trend Analysis

Location

• Toronto
• Montreal
• Vancouver

Work Type

• Full-time

Experience Level

• Tier 2

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; The STIP payment is calculated based on a formula that takes into account several factors, including, without limitation, corporate and individual performance measures. The STIP payment is conditional upon meeting all of the STIP’s eligibility requirements.

Benefits

• Traditional Spending Account (TSA)
• Health Care Spending Account (HCSA)
• Five (5) personal care days

About the Company

• Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network.
• With 500+ employees and an entrepreneurial mindset, Beanfield moves fast, thinks creatively, and stays connected to the people who make Beanfield what it is.
• Values: Challengers, United, Care.
• Operates with a startup mentality and believes in building and investing in its own infrastructure, and its people.

Equal Opportunity

• Beanfield is proud to be an equal-opportunity employer.
• Diverse teams make stronger teams.
• 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.