Download Job Opportunity: Tier2 Support Technician

Job Opportunity: Tier2 Support Technician
Job Type: permanent, full-time
Date Posted:
Start Date: Immediate
Employer & Location: Globalive Communications Corp.
48 Yonge Street Suite 1200
Toronto, Ontario M5E 1G6
www.globalive.com
Position Objective
Provide support services for internal teams and external retail and wholesale customers, ensuring
maximum service availability and performance.
Position Responsibilities
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Support the all operations within a carrier class voice infrastructure and serve as the Operations
subject matter expert in voice switching via TDM and VoIP as well as various network (IP)
related items.
Interact with the Network Engineering group (IP/Transport) for continuous maintenance and
monitoring of the voice and data infrastructure.
Update trouble tickets and execute escalations as required by the Support procedures.
Prioritize, respond and resolve trouble reported by customers or management systems in a timely
manner.
Engage with various carriers and open repair tickets and escalate as needed
Interface directly with customers and track interactions, progress and resolution in trouble
tickets.
Engage in activities involving network builds, network maintenance, release/change management
and capacity management.
on call rotation 24X7
Must be available to work Monday to Friday, 10am - 6pm.
Position Requirements
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A minimum of 12-18 months of experience in a Technical Support or similar role
Good communicator with a natural aptitude for dealing with people
Works well in a busy environment, being quick to learn and able to deal with a wide range of
issues
Strong analytical skills and able to interpret data from various sources
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Broad understanding of telephony systems including TDM and VoIP solutions
Technical understanding of SIP Trunking, Unified Communications, Networking & IP
Application products.
Strong background in next generation PBX telephone systems, using VoIP technology
Experience in network switches and routers (Cisco, Nortel) is an asset
Familiarity with voice and data protocol analyzers
Cisco CCNA and/or CCNP certification is a strong asset.
Business and operational knowledge of broadband technologies (High Speed Data, VoIP)
Solid understanding of internet/data communication technologies
Solid understanding Internet technologies and protocols (FTP, SMTP, etc)
Knowledge of Cisco routers (800, 1900 & 2900 series), switches, access servers and commands.
Excellent written and verbal/phone communication skills. French language skills will be
considered an asset.
Willing to learn and develop new skills
Ability to work on own initiative
Co-operate with other teams
To Apply: Please forward your resume and cover letter to: [email protected]