Level 2 Technician - Team Lead
Broadband Communications North - Winnipeg, MB

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Level 2 help desk technicians will be responsible for providing technical support for escalated tickets and network operations issues. The Level 2 Team Lead will need to support service contracts established with BCN’s enterprise clients. Additionally the Level 2 Team Lead will be responsible for ensuring the help desk operates smoothly. Work includes receiving, prioritizing, documenting, and actively resolving end-user requests. Excellent customer service skills are essential in this position.
Qualifications: Candidates must possess a valid Certified Cisco Network Associate (CCNA) certification or equivalent (ex. JNCIS-ENT). The candidate should have 2+ years demonstrated experience in a related field. Ability to work in a team environment is essential. The candidate must possess a valid driver’s license.
Position Responsibilities:
Help Desk/Technical Support:

  • Proactively monitor the network, using monitoring systems to identify network issues
  • Provide support for:
  • Escalated tickets via progression (exceeded resolvable time limits by level 1 technician level)
  • Escalated tickets via scope (limited knowledge at level 1 technician level)
  • Prepare/coordinate work orders and equipment requests to resolve network issues
  • Provide configuration and/or technical support for devices or applications
  • Perform bandwidth management functions (routing, QoS, other prioritization)
  • Perform network quality monitoring (packet loss, jitter, or issues that could lead to network device failures)
  • Maintain and support IP Address Management (IPAM)
  • Complete firmware upgrades for all network devices
  • Monitor network device management (NOC System)
  • Travel to perform network maintenance, repair, and new installation as required
  • Create and maintain network documentation such as FAQ articles, procedure, device configuration, etc.

Team Leadership:

  • Coordinate help desk activities on a daily basis
  • Create, assign, and balance ticket workloads of help desk technicians
  • Re-assign tickets if a help desk technician is unavailable
  • Assist in coordinating logistics for travel, shipping, etc.
  • Provide leadership, guidance, coaching, and support to help desk technicians
  • Guide the help desk to ensure that tickets are created and processed in a standard and efficient manner
  • Guide the help desk in troubleshooting to ensure quality customer service
  • Conduct team meetings to review help desk issues
  • Ensure that BCN staff are aware of scheduled work orders
  • Recommend and schedule training as required
  • Ensure adherence to help desk policies and procedures
  • Document and report team incidents to Network Compliance Manager

Customer Service:

  • Communicate with staff and customers in a friendly and curious manner at all times
  • Ensure that impacted clients are properly notified of emergency outages, maintenance work and any other work that may affect their service

Knowledge, Skills, and Abilities (required for satisfactory job performance):

  • Knowledge of LAN/WAN configurations and topologies.
  • Familiarity with troubleshooting networking equipment and TCP/IP
  • Experience with protocol analysis and SNMP network management
  • Experience in managing routers, switches, firewalls, hubs, bridges, gateways. (primarily Cisco)
  • Technical knowledge of RF technologies (PtP/PtM systems, microwave, WiMAX, and/or satellite -VSAT)
  • Knowledge of ITIL framework
  • Ability to operate tools, components, and peripheral accessories
  • Ability to read and understand technical manuals, procedural documentation, and OEM guides
  • Ability to work in a team-oriented, collaborative environment
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to convey technical information to non-technical people
  • Effective interpersonal skills and relationship-building skills
  • Effective written and oral communication skills
  • Effective analytical and problem-solving abilities, with keen attention to detail
  • Demonstrate willingness for independent proactive learning and research
  • Demonstrate self-motivated behavior
  • Demonstrate positive, professional attitude when working with clients and peers

Work Conditions:

  • Working hours are typically Mon-Fri 8:30am – 4:30pm
  • Available for some on-call work as required (evenings, weekends, and statutory holidays)
  • Available for travel to northern and remote First Nation communities (small planes, helicopter, hovercraft)
  • Available to stay overnight if required.
  • Sitting for extended periods of time working with computers and electronic devices
  • Dexterity of hands and fingers to operate hand and power tools, and to handle other computer components
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and network equipment
  • Safety instructions must be followed when using some electronic devices as they will omit traces of radiation

Additional Notes:

  • Knowledge of BCN’s client base and communities would be a benefit to the position
  • BCN is an equal opportunity employer and strongly encourages Aboriginal people to apply for this position.

About this company
Broadband Communication North’s mission is to build a strong broadband network connecting northern, remote and Aboriginal communities in...