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Tier 2 Member Support - Jobs in Brandon, MB

Xplornet Communications Inc.
Job LocationBrandon, MB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Position Overview: *We are looking for a Tier 2 Member Support based from our Brandon, MB office location. You will be responsible for the support, operation and performance of Enterprise Solutions Networks including customer circuits. This position will be responsible for the dispatch of Dealers, Contractors and Field Crews to resolve customer and Xplornet Enterprise Solution technical issues. This position is also tasked with daily/weekly reports, Outage Notifications and day-to-day management of the Xplornet Enterprise Solutions network infrastructure. This position is also responsible for NMS entries and managing the check in and check out for Tower side and Customer Side installations with Dealers, Contractors and Field Crews. The Tier 2 Member Support will work closely with all departments and ensure that business operations run smoothly, supporting our customers and staff. Support of escalated issues by ticket and phone is required daily. This position involves shift and on call work covering days, evenings and weekends.Key responsibilities include:

  • Xplornet Enterprise Network and Customer monitoring and support - Maintain and support operation of Fixed Wireless, Satellite and IP network elements (Point to Point, Access Points and, switches)
  • Outage management/ scheduled maintenance - Quickly assess impact and resolve emergency escalations while adhering to defined procedures. Accurately notify appropriate parties and follow up with providers as needed
  • Network change requests - Monitor and report on all network change requests. Act as a liaison between Enterprise, Field Ops, Net Ops, Engineering and 3rd party providers for network related activities
  • Ticket management/customer care support - Monitor escalated ticket queues and provide daily updates on status
The ideal candidate will possess:
  • A relevant Diploma/Degree or a combination of practical work experience and education
  • Minimum of 2 years’ experience in the operation of LAN and WAN environment
  • CCNA or equivalent certification preferred
  • Ability to effectively problem solve and multitask
  • Effective communication at various levels within the organization
  • Organizational skills
  • Functions well in a team environment
  • Has a broad knowledge of IT and business processes required in support of enterprise application delivery environments
  • Previous experience with point to multipoint wireless networks and/or VSAT networks with an ISP would be an asset
  • Background in the following technologies will be an asset: SNMP, HTTP, VLANs, Internet security software, VoIP, databases, email and web servers.
Condition of employment:As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.Company Overview:Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.

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