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About the Role

Provide technical support for Rogers Enterprise customers via phone and email, acting as a trusted point of contact, managing service expectations, supporting SLA commitments, and driving timely resolution of customer-impacting technical issues within a 24/7 support environment. Strengthen technical expertise while contributing to reliable enterprise solutions and a high-quality customer experience.

Responsibilities

Troubleshoot complex technical issues related to wireless connectivity, data, voice, IOT Equipment, applications, and network services.
Collaborate with internal teams, vendors, and service partners to resolve customer-impacting incidents.
Prepare clear incident summaries, root cause analysis, resolution actions, and customer-impact details.
Help ensure service level agreements and performance expectations are met.
Identify opportunities to improve service quality, customer experience, and follow-up discipline.
Build strong customer relationships and act as an advocate during outages and service-impacting events.
Provide timely outage, maintenance, product, and service-update communications to enterprise customers.
Track vendor and customer escalations to support timely follow-up and resolution.
Prepare and present service reports to customers.
Document customer interactions, master tickets, vendor escalations, and network escalations accurately in the ticketing system.
Monitor escalated issues and provide progress updates to management and customers.
Create and maintain internal and external process documentation for the ESA organization.
Apply working knowledge of wireless network technologies, including GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless, smartphones, and data devices.
Support public and custom APN solutions.
Assess customer impacts related to network releases and change-management activities.
Use network support tools and platforms such as HLR, GGSN, SGSN, and MSC.

Requirements

Post-secondary education in technology, telecommunications, or a related field.
Five or more years of telecom technical help desk or related support experience.
Working knowledge of wireless technologies, mobile switching, digital transmission systems, Wi-Fi, fixed wireless, and related network platforms.
Strong troubleshooting judgment, especially during critical incidents involving enterprise customers.
Ability to collaborate with technical teams, business stakeholders, vendors, and service partners.
Clear verbal and written communication skills, with the ability to explain technical issues to technical and management audiences.
Ability to work independently, support team priorities, and manage multiple tasks in a fast-paced environment.
Interest in emerging technology, continuous learning, and customer-focused problem solving.
Bilingualism in English and French, and ITIL knowledge are assets.
A pre-employment background check will be conducted.
As part of our selection process, all candidates must clear a criminal background check.
A credit check and drivers abstract may be required depending on the role.

Skills

Wireless connectivity
Data
Voice
IOT Equipment
Applications
Network services
Wireless network technologies
GSM
GPRS
EDGE
UMTS
HSPA+
LTE
5G
Wi-Fi
Fixed wireless
Smartphones
Data devices
Public and custom APN solutions
HLR
GGSN
SGSN
MSC
Telecom technical help desk
Mobile switching
Digital transmission systems
Network platforms
Troubleshooting
Collaboration
Communication
Independent work
Teamwork
Task management
Emerging technology
Continuous learning
Customer-focused problem solving
English
French
ITIL

Location

Montreal, QC

Work Type

Full time
Rotating shift
Onsite

Experience Level

Senior

Education Level

Post-secondary education in technology, telecommunications, or a related field

About the Company

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today.
The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable.
These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration.
We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

Equal Opportunity

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong.
We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work.
Everyone who applies for a job will be considered.
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation.
We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.
Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.
You matter to us!