Technical Support Representative, Tier 2
Technical Support Representative, Tier 2
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Job Description
About Us:
At Beanfield were not just building networks; were building communities. Proudly Canadian and locally operated weve spent over 35 years growing a fibre-optic network that connects people and possibilities across Toronto Montreal and Vancouver. From our beginnings in Liberty Village weve always challenged the status quo believing that everyone deserves fast reliable internet regardless of geography or legacy limitations.We are Challengers driven by relentless curiosity and a bold spirit to do things differently.
With a fully in-house operation from construction to support we take pride in working together to create meaningful connections.We are United collaborating across departments and cities to deliver the best service possible to the communities we serve.
Most importantlyWe Careabout our customers our colleagues and the neighbourhoods we call home. Whether through thoughtful service community engagement or simply supporting one another our values guide everything we do.
Join us in shaping the future of connectivity together.
Position Summary:
We are looking for a knowledgeable and motivated Technical Support Representative Tier 2 to join our Technical Support team! In this role you will assist with the troubleshooting and provisioning of commercial customer services and provide advanced technical support. Youll collaborate closely with internal departments and act as a key escalation point for complex customer issues.
Key Responsibilities:
- Provide support for services including DWDM Dark Fibre Private Lines Internet Metro Wave DDoS and Voice over IP.
- Troubleshoot customer-facing network infrastructure including Cisco IOS/XR/XE Junos and GPON technologies.
- Diagnose and resolve customer LAN issues including Wi-Fi configuration and support during remote troubleshooting.
- Analyze trends and usage patterns to identify potential network events requiring escalation.
- 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.
Skills & Qualifications:
- 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.
- Familiarity with GPON and DNS/RDNS is considered an asset.
- 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 an asset.
Whats in it for you
- Competitive base salary plus 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.
- Support for professional and career development.
At Beanfield we are proud to be an equal-opportunity employer.
We are committed to fostering a diverse and inclusive workplace where 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 is dedicated to providing access equal opportunity and reasonable accommodation for individuals with disabilities in all aspects of employment as well as in our services programs and activities. If you require accommodation during the application or interview process please contact us at.
Please note that candidates must be legally eligible to work in Canada at this time. We regret that Beanfield is unable to sponsor employment Visas.
Please note that all communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in@. We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
