Tier 2 - Technical Support Representative

Beanfield Technologies Inc.•Toronto, ON

2d•CA$26 - CA$28•Hybrid

About The Position

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. This is a 9 month contract position.

Requirements

The concept of the OSI (Open Systems Interconnection) reference model for how applications communicate over a network, Routed protocols such as TCP/IP version 4 and version 6 as well as an understanding of CIDR address allocation, Layer 2 switching.
Conceptual understanding of hosted voice network service delivery.
IP allocation mechanisms such as DHCP, static assignments, and subnetting.
Candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas.

Nice To Haves

Understanding of GPON, DNS/RDNS is considered an asset.
Bilingual French/English is an asset.

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.
Any future front-line issues that might be created because of new products/services as well as any other duties as assigned by your manager.