Technical Support Specialist Jobs

Miipe is a dynamic organization that fosters creativity and growth. We offer opportunities to challenge yourself in a fast-paced software consulting firm, working alongside large Fortune 500 clients in a myriad of industries, such as banking, telecommunications, insurance, utilities and technology.

As a leader in our field, we are rapidly growing and looking for bright and talented individuals to join our team.

If you are interested in working for an innovative and dynamic organization, then Miipe is the right place for you!

We are currently seeking a Technical Support Specialist to join our team in Toronto.

TheCustomer Experience groupwithin the Field Services team is currently seeking a dynamic, high performing individual who has a solid technical telecommunications background.Complemented with prior people and project management exposure to join our team. Reporting directly to the Senior Manager, the successful candidate will be responsible to act as a Technical Support prime for daily service assurance and provisioning issues.

Position Description:

The successful candidate will act as a Business Data Assurances technical SME on daily provisioning and assurance issues.They could also lead a team of SME technicians to resolve daily issues 7x24. The individual also acts as a technical reference on New Technical Introduction, New Product Introduction and Customer Specific Adaptive Process (CSAP).They will also ensure training is provided and delivered in order to maintain knowledge levels.

Responsibilities/ Accountabilities:

·Business Assurance Technical Support acts as the single point of reference for technologies supported for our business customers.

·Provides WAN technical support to the provisioning and service assurance teams.

·Provide leadership and coaching to unionised technicians (training and skills development).

·Provide leadership and coaching to unionised technicians direct or virtual reports in order to meet and/or exceed the company objective targets.

·Establish and maintain professional and productive relationships with all NOC teams, internal teams, partners and suppliers to establish, communicate and manage expectations.

·Provides technical assistance to different project teams making sure the technological solutions / SLA will meet all requirements to be supported on day 2.

·Keep abreast of developments leading technologies in telecommunications for business market.

·Lead Proof-of-Concepts with vendors and cross functional teams

·Facilitate knowledge sharing by presenting and explaining complex technical subjects to various audiences from Technical teams to Management

·Documentation of best practices and recommended network Operations & Maintenance procedures for Operation Teams.

·Priming root cause analysis and following up on problems with other teams and/or vendor.

·Using lab to reproduce/understand production issues/problems to collect additional logs for vendor investigations and find/validate any suitable workaround or corrections.

·Must be available 7/24 for technical escalations

Critical Qualifications:

·Meticulous and adheres to quality delivery at all times

·Ability to deliver outstanding service in a constantly evolving environment

·Ability to work under pressure

·Strong analytical skills with deductive reasoning capabilities

·In depth knowledge of telecommunications industry and technical product knowledge, essentially for: Core Data, Transport equipment, Frame Relay, ATM, DSL, Optical Ethernet, NGCE, FTTx, VoIP service, BID and IPVPN.

·Experience with RedHat Linux, Shell scripting, Java, Python, database technologies and test automation tools

·Knowledge of cloud computing, Software Defined Networking (SDN) and Network Function Virtualization (NFV) , CNF technologies to drive network agility and operational efficiencies

·In depth understanding of fundamental IP Network and routing Protocols: TCP, SCTP, UDP, OSPF, BGP

·Lan, ATM, Frame, IPVPN, HDSL, DCS, S4T4, S3T3, Datapac, LDDS, Frame Relay, MPLS, Routing, Bridging, Switching, Ethernet (10/100/1000), Token Ring, TCP/IP, IPX, ADSL, SONET, DS3, DS1, DS0, HDSL, X.25, Voice over IP, SVC/SPVC/PVC.

·Proven coaching/training abilities

·Leader, self-reliant and team player

·Proven analytical / problem solving ability with exceptional attention to details

·Excellent leadership and a demonstrated ability to communicate effectively at all levels

·Concrete Self Management capability to work with multi-disciplinary tasks and projects

·Flexible to work under pressure and meet deadlines, displays high sense of urgency

·Strong aptitude to recognize opportunities for improvement and take appropriate action while being creative and solution oriented

Preferred Qualifications/Competencies:

• University, College degree or equivalent experience

·Knowledge of telecommunications industry in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet

·Previous project management or Business Analyst experience or equivalent experience

• MS Office skills, with advanced level in Excel & PowerPoint
• Bilingualism is an asset (English and French)
• A working knowledge of Business Provisioning systems including: Remedy, Maximo, PVC-OARS, COPS, and TIMS
• A working knowledge of Business Data Assurance team
• Shell Scripting programming knowledge
• Background in project management focusing on Agile & Scrum
• Familiarity with scripting (Perl, Bash, Python), and database manipulation (SQL, MySQL) are strong assets.
• Technical certifications such as CCNA/CCNP/CCIE or JNCE

How to Apply:

Please send your resume in confidence through the job posting.

Due to high volume of applications, only qualified candidates will be contacted.

Applications will not be acknowledged in writing.

Following the advice of Canadian health authorities, to mitigate the risk of potential spread of COVID-19 and support social distancing, initial interviews will be conducted via video conferencing.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Miipe strives to ensure that all recruiting processes are non-discriminatory and barrier-free. If you require any accommodation, please advise the Recruiter in advance of attending the interview.

At Miipe, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Miipe is committed to having accessible recruitment practices for all of our job candidates. Miipe is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you require accommodation at any stage throughout the recruitment process, please let us know.