City : Brampton, ON, CA; Winnipeg, MB, CA; Vancouver, BC, CA; Halifax, NS, CA; Calgary, AB, CA; Toronto, ON, CA; Markham, ON, CA

Category : Technical Support

Industry : Telecommunications

Employer : Rogers

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

What you'll be doing:

• 2nd level escalation point and participant for Managed Services customer issues.  This includes but is not limited to RFO reports, direct customer engagement, reporting on all major customer facing changes, and client feedback. 

• Install, configure, test, maintain, monitor, and troubleshoot networked peripheral devices and networking hardware and software products.

• Maintain security solutions, including firewall, and VPN and intrusion detection prevention systems.

• Maintain all network hardware and equipment, including firewalls, routers, switches, hubs, etc.

• Review and approval of all firewall scripting changes.

• Manage, review and assign daily workflow of all incidents for all queues (commercial and wholesale).

• Respond to incidents as required, SNMP alarms and e-mails regarding customer network issues, customer change requests, etc.

• Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of clients, and recommend and implement corrective hardware and software solutions, including off-site repair.

• Recommend, schedule, and perform network improvements, upgrades, and repairs.

• Support development and implementation of networking projects and new technology installations.

• Collaborate with Network Specialists (Professional Services Team) to create optimal network design topologies and configurations.

• Participate with vendors and carriers during problem analysis/resolution as required.

• Monitor and test network performance and provide network performance statistics and reports.

• Training Network Analysts and Professionals.

• Continuous review and oversite of Managed Services client incident engagement, SLA adherence and review of issues. 

• Senior Network Professionals will meet regularly with their assigned customers.

• Be responsible for ensuring highest level of support for dedicated clients.

• Ensure in depth knowledge of internal systems and procedures as well as customer procedures, networks, systems, applications, etc. is transferred to Network Analysts via documentation, training and mentoring.

• Participate in a rotating Escalation Process for Network Analysts.

What you will bring: 

• Post-Secondary education and active Technical Certification (or equivalent work experience).

• Solid understanding of Continuous Improvement.

• Understanding of ITIL-ITSM model, and ability to align systems with this model.

• Proven communication, analytical, organizational, and decision-making skills to address situations quickly and make informed decisions.

• In-depth hand on experience with firewalls, VPN and SSL solutions (Fortinet certification preferred).

• In-depth hands-on experience with Cisco products and services (CCNP certification preferred).

• In-depth hands-on experience with Alcatel Lucent products and services (NRS1 or NRS2 certification proffered).

• Hands on experience with WAN technologies such as Active Directory, DNS, DHCP and WINS.

• Hands on experience with MPLS, TLS, Point to Point, Local and Wide Area network Technologies.

• Knowledge of SIP, Video, Wireless, or Transport technologies as an asset.

• Availability to be flexible and work after hours to support cross-Canada operations.

• Core competencies should include integrity, accountability, adaptability, teamwork, and initiative and customer service orientated.

• PC literate including a working knowledge of Microsoft Office Suite.

• Ability to manage multiple priorities, proven time management skills.

• Excellent communication skills (written and verbal).

• Advanced problem-solving ability.

• Experience identifying trends and process gaps, analyzing information, recommending, developing, and implementing creative and effective solutions.

• Attention to work quality and efficiency.

What’s in it for you:

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days in office work best for you!

If you are selected to move forward in the recruitment process, here is what you can expect:

• 15-minute phone screen with your recruiter, 1-hour virtual interview with Hiring Manager, 30-minute final round virtual interview with Director of the team. Best of luck!

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 - 210 Cochrane DR(7735), Markham, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 316506

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes:  Rogers Business