Technician - Advanced, Business Technician I, Bell

Job Title: Technician – Advanced, Business Technician I (Help Desk L1 surveillance), Wage schedule B

Job location address: 5099 Creekbank Rd, Mississauga (Ontario)

Job status: Regular – Part time

Name and description of hiring department

The service desk performs L1 surveillance function for Bell customers which includes big corporations, essential services providers, Hospitals, Emergency services and Banks. The Service Desk runs round the clock operations (24/7/365) day service and requires highly motivated and responsible technicians who can handle high demanding and fast paced work environment. We work on a vast array of technologies which include SDWAN, IP, IPVPN, WIFI, Voice and Legacy portfolios. We need people who can adapt to a fast-changing technological environment.

Job Duties / Accountabilities

• Perform surveillance and troubleshooting on customer’s Network equipment
• Perform Ticket Management (Keep customer informed on status of service assurance activities until resolution)
• Manage workload with efficiency taking into consideration priorities
• Collaborate actively with different partners/suppliers
• Apply escalation procedures when necessary
• Maintain knowledge in Products and Services sold by Bell
• The successful candidate may be required to perform other tasks as required.

Prerequisite

• Candidates who are part of the Craft and Services bargaining unit must have;
  • A college diploma in electronics or telecommunications, or equivalent work experience
• Candidates from outside the Craft and Services bargaining unit must have:
  • college diploma in electronics or telecommunications, or equivalent work experience
  • A minimum of a high school diploma
• Fluent in English (Knowledge of French is an asset)
• As necessary, agree to undergo background security checks to meet customer clearance requirement

Essential Qualifications / Skills

• Knowledge of CCNA
• Basic knowledge of inter-networking (LAN/MAN/WAN/VoIP)
• Basic knowledge of the following product and services: IP (IPVPN, MPLS), Broadband (T1, ATM, OE, NGCE)
• Excellent communication skills
• Capacity to partner with multiple internal teams in order to meet customer’s needs
• Capability to listen, understand, analyze and respond to customer’s needs
• Ability and willingness to manage change and take full responsibility
• Ability to make decisions promptly and manage risks while under pressure
• Demonstrate judgement and initiative

Working Conditions

This is a 24/7 operation. The candidate may be called upon to work variable schedules according to business needs (schedules within a given day are prepared by the Company with due consideration to seniority) to participate in a standby program and to work overtime as needed. Available and flexible to work days, evenings and nights, weekends, and statutory holidays when needed.