Tier 2 - Technical Support Representative
About The Position
At Beanfield, we’re not just building networks, we’re building communities. We’re dedicated to investing in our 100% Canadian-based employees, 100% Canadian-driven investments, and our 100% Canadian operations. We’ve spent over 35 years growing a fibre-optic network that connects people and businesses across Toronto, Montreal, and Vancouver. Beanfield has always challenged the status quo, believing that everyone deserves fast and reliable fibre internet. We are Challengers, leading the way, disrupting the industry with a startup mentality and a focus on building our own infrastructure. We are United, operating as one team, where everyone's ideas are valued. We Care, prioritizing the well-being of our employees, partners, customers, and communities. We foster trust, communicate openly, and focus on our brand and customers. Come join our team as we continue to connect communities and foster choice, by providing fast and reliable fibre Internet to Canadians. Position Summary: Are you passionate about technology and love solving problems? As a Tier 2 Technical Support Representative - In this role, you will assist with the troubleshooting and provisioning of commercial customer services and provide advanced technical support. You’ll collaborate closely with internal departments and act as a key escalation point for complex customer issues. If you thrive in a fast-paced environment, enjoy working with cutting-edge networking technologies, and love helping people, this role is for you!
Requirements
- Strong understanding of the OSI model and how applications communicate over a network.
- Knowledge of routed protocols including TCP/IP (v4 and v6), CIDR address allocation, and Layer 2 switching.
- Conceptual understanding of hosted voice network service delivery.
- Proficiency in IP allocation mechanisms such as DHCP, static IP assignments, and subnetting.
- Bilingual in French and English is a MUST
Nice To Haves
- Familiarity with GPON and DNS/RDNS is considered an asset.
Responsibilities
- Provision, hand-off, and support Beanfield residential services such as home phone, IPTV, Internet
- Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, GPON
- Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote
- Escalate unresolved technical issues to the appropriate internal teams.
- Assist Tier 1 Technical Support Representatives and collaborate with other departments as needed.
- Maintain up-to-date knowledge of industry trends, technologies, and their business impact.
- Be available to work 24/7 across all shifts, as required.
- Address future front-line support issues related to new products and services, and perform other duties as assigned.
Benefits
- Competitive base salary plus annual bonus based on company and individual performance.
- Permanent, full-time position.
- A comprehensive group insurance plan - medical, dental, vision care with health and lifestyle spending accounts.
- A fantastic parental leave top-up program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
