Tier 2 - Technical Support Representative

Beanfield Technologies Inc. • Toronto, ON

9h • CA$26 - CA$28

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.

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.
• Understanding of GPON, DNS/RDNS is considered an asset.
• 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

• 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.

Benefits

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• A comprehensive total rewards package, including Traditional Spending Account (TSA) and Health Care Spending Account (HCSA) coverage to support your physical, mental, and financial well-being.
• An additional five (5) personal care days, giving you extra flexibility to recharge, reset, or take care of what matters most.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed