Tier 1 Technical Support Representative (Contract)

at  Beanfield Technologies Inc

POSITION SUMMARY:

The Tier 1 Technical Support Rep reports directly to the Tier 1 Technical Support Supervisor and assists with troubleshooting and provisioning of residential customers services and provides support to Customers. Please note that this will be a 14 month contract position.

SKILLS & QUALIFICATIONS:

• 1-2 years of work experience in Telecom tech support roles.
• Knowledge on routed protocols such as TCP/IP version 4 as well as an understanding of CIDR address allocation.
• Understanding of GPON is an asset.
• IP allocation mechanisms such as DHCP, static assignments, and subnetting
• Bilingual English and French considered an asset.

COMPÉTENCES ET QUALIFICATIONS :

• 1 à 2 ans d’expérience professionnelle dans le domaine de l’assistance technique en télécommunications.
• Connaissance des protocoles routés tels que TCP/IP version 4 et compréhension de l’attribution d’adresses CIDR.
• La compréhension du GPON est un atout.
• Les mécanismes d’attribution de l’IP tels que le DHCP, les assignations statiques et le sous-réseau
• Doit être bilingue.

• 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 and/or on-site support.
• Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
• Follow standard helpdesk procedures.
• Assist Customer Experience Analysts, Installers, 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.