Network Support Analyst Jobs

Our telecom client, Bell Canada, is seeking a skilled and motivated Retail Store Network Support Analyst to join their ICN Operations team in a contract opportunity. The Store Network Support will be responsible for supporting Bell’s store, and work with different service providers to ensure service availability. The Network Support will act as front-line support and will be involved in the management of store support.

Key Responsibilities & Job Duties:

• Respond to user-generated trouble tickets, addressing issues such as network connectivity problems, page loading errors, and slow network performance.
• Provide on-call support to retail stores in all time zones across Canada.
• Manage network security by monitoring ports and devices, granting and removing access as required.
• Collaborate with ISPs to resolve internet connectivity issues at remote locations and manage service calls with the ISP while effectively communicating with the store.
• Proactively monitor network health and respond to network issues and outages to maintain a reliable retail network.
• Monitor interface bandwidth usage and implement traffic shaping measures as needed. Collaborate with ISPs to troubleshoot bandwidth-related issues.
• Support internet connectivity for retail stores, including remotely troubleshooting with non-technical store employees.

Key Qualifications:

• Familiarity with various VPN technologies and their implementations.
• Excellent communication skills to effectively interact with retail store employees, ISPs, and other team members.
• Proficient in troubleshooting WAN connections, PPPoE, DHCP, and static IP services.
• Basic knowledge of the OSI model, TCP/IP protocol stack, network protocols such as DNS, DHCP, FTP, HTTP, HTTPS, VOIP, etc.
• Minimum of 3 years working knowledge of IP (WAN/LAN) infrastructures.
• Understanding of network security protocols, including 802.1x and MAC control.
• Comfortable with cold-calling ISPs and stores while maintaining a friendly attitude.
• Knowledge of Wi-Fi technology and the ability to troubleshoot device connectivity issues.
• Minimum of 3 years experience working as a Front-Line Network Support.
• Knowledgeable in Layer 2 switching and VLANs.
• Strong understanding of IPv4 and its application in network configurations.
• Experience with Internet-facing firewalls, with knowledge of Fortigate firewalls being a plus.
• Bilingual proficiency in English and French is preferred to support bilingual stores.
• Basic understanding of BGP and other routing protocols.
• Familiarity with traffic shaping and bandwidth management techniques.

Moerae Solutions Incorporated values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. MSi welcomes and encourages people with disabilities and is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that maintains dignity and independence. Accommodations are available upon request for candidates taking part in all aspects of the recruitment/selection process as a result of disability.