Bilingual Data Tier 3 Technical Support Representive (Remote) - Jobs in Toronto, ON

Job Description

Who we are:As part of the TELUS Family, GoCo is a next-generation managed IT service provider that offers robust and flexible business communication technology like Unified Communications, Managed Networks and Network Security.We are on a journey to assemble multiple industry-leading players into the most agile and efficient provider in the Canadian market.Please consult our landing page to find out who we are. https://www.goco.ca/We are looking for bilingual Data Technical Support Tier 3 Representative for one of our Canadian call centers or remote.What we offer:

• Full-time permanent position
• Possibility of telecommuting or working in one of our call centers
• Competitive salary based on experience
• Possibility of advancement in the field of I.T. Network

• Pleasant and flexible work environment
• Comprehensive and flexible group insurance program
• 3 personal wellness days
• 3 weeks of vacation
• 5% performance bonus, based on personal and company goals.

• A learning and development program
• Discounts on a range of products and servic

Roles and responsibilities:

• Participate in the technologies meeting and find solutions for customers need. (Non-standard or complex solutions)

• In charge of complex troubleshooting when a case is escalated from a lvl 1 or 2 technician.
• In charge of customers services migrations when needed.
• Writing technical documentation and to present the training on new customers solutions to the technical support rep team.
• Answer the alerts opened by our monitoring system.
• Answer the ticket opened by our clients through our web portal.

• Make sure to do a follow up on tickets open with our services providers for our Internet links.
• Be available 24/7 on a rotation schedule for escalation outside of operating hours.
• Perform the additional tasks assigned to you. (Lab, configuration, etc.)

Your profile

• 5-8+ years of experience working with heterogeneous service provider networks.
• Excellent problem-solving logic
• Resourceful person, autonomous and conscientious
• Motivated, confident and enthusiastic person
• Be courteous in interactions

• Networking knowledge: TCP/IP, DHCP, DNS, Firewall, VPN.
• Good knowledge of cable and DSL.
• Expert knowledge in diagnosing complex network performance issues and working with Network Monitoring systems, Wireshark, IPPERF, TCPREPLAY, NETFLOW, and other network troubleshooting/performance benchmarking techniques.
• Expert knowledge in dynamic and static routing protocols including EIGRP, OSPF, BGP, GRE, MPLS.
• Expert of WAN and LAN technologies and their role in network deployment (MLS, QoS, VLAN, STP, LACP, VRRP, HSRP, BGP, OSPF, ANYCAST, DPI, DM-VPN, EVPN, VPC, etc.).

• Manage configuration in command line (CLI) for the routers/switchs IOS.
• Good knowledge of spanning-tree.
• Ability to work in a very fast-paced environment and communicate effectively.
• Ability to quickly learn and implement new technologies and network practices in a constantly evolving service provider infrastructure.

Assets

• Knowledge of RouterOS for Mikrotik.
• Knowledge of Meraki equipements.
• Knowledge of OpenMesh and DATO.
• Knowledge of VeloCloud SD-WAN equipements.

• Knowledge of Fortinet routers
• Be able to manage multiple tasks simultaneously.
• Professionnal level Cisco Certification needed (CCNP, CCDP) or equivalent.
• Fluent in French and English

• Please note that the selected candidate is required to successfully complete a background check.

You must reside in Canada and are legally allowed to work in Canada.We thank all applicants for their interest, however, only applicants selected for an interview will be contacted.NOTE: The health and safety of our team, customers and communities is paramount to GoCo. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19GoCo is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.INDHP#LI-AM1Quick Apply

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