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.