The Network Support Specialist / spécialiste réseau is responsible for the configuration, testing and technical support of equipment used to deliver services to our client’s business customers.
In this role, the network specialist is required to interact daily with our customers to both configure the services provided in the contract and resolve technical problems after-sales.
The Network Support Specialist / spécialiste réseau works to deliver the services ordered and support the clients in the fast resolution of network incidents.
Finally, the Network Specialist contributes to the improvement of tools and processes.
Configure the network equipment and perform testing;
Work with project managers to communicate the technical constraints or features of the project and the steps required to resolve them;
Document all the services and circuits delivered in the company’s systems;
Work with network analysts to deliver or support non-standard solutions;
Act as a front-line contact point for all technical support requests once the service is delivered;
Perform investigation, diagnosis, documentation and resolution of customer technical problems;
Communicate to clients the progress status of incidents and inform them of next steps in resolution;
Open tickets with service providers in the event that the incident requires it and track their progress;
Ensure SLA / contract compliance (response time, resolution time) and escalate, if necessary, internally or with our suppliers to meet them;
Write incident reports as required;
Participate in continuous improvement activities;
Provide training to co-workers
Perform other related duties related to support and delivery of services.
Fluency in both French and English
2 to 5 years of experience in a similar position
Experience with Cisco routers and switches
Experience with Juniper (an asset)
Excellent command of French and English (oral and written)
CCNA certified or the equivalent (an asset)
Knowledge of : BGP, OSPF, EIGRP, HSRP
Experience with Protocols : MPLS, VPN, L2VPN, LDP, ISIS, IPV6, DNS, SMTP, DHCP, GRE, IPsec
Strong interest in MEF-CECP standards
Willingness to take charge and resourcefulness
Customer Empathy and Problem Solving Skills
Sense of organization of the highly developed work allowing to juggle through several projects or incidents of variable priorities with rigor and diligence
Ability to work in a team
Ability to quickly understand the technical characteristics of each client according to their business context;
Able to occasionally work under pressure to meet tight deadlines or resolution times.