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About the Role
The Tier 2 Technical Support Rep reports directly to the Tier 2 commercial and VIP Manager 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 (Open Systems Interconnection) 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
- 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
- Customer Support
- Network Infrastructure
- Cisco IOS/XR/XE
- Junos
- GPON
- LAN issues
- WIFI configuration
- Network Events
- Escalation Management
- OSI Model
- TCP/IP v4/v6
- CIDR
- Layer 2 Switching
- DHCP
- Static IP assignments
- Subnetting
Location
- Toronto
Work Type
- Hybrid
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) coverage
- 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.
- The company thrives in a collaborative, high-impact environment where work matters.
- Headquarters is located in Toronto’s super-hip Liberty Village.
- Values: We Are Challengers, We Are United, We Care.
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 recruitment@beanfield.com.