TeraGo Networks Inc. has been providing businesses in Canada with carrier-grade wireless broadband and data communications services since 2001. The national broadband service provider owns and manages its wireless IP network in 42 major markets across Canada, serving more than 4,500 customer locations. TeraGo Networks is a wholly owned subsidiary of TeraGo Inc. (TSX: TGO). More information about TeraGo is available at www.terago.ca.
Purpose:
To provide excellent and knowledgeable customer service on behalf of TeraGo Networks and to maintain/grow TeraGo's national network.
Responsibilities & Accountabilities:
Directly support approximately 2,000 customers in 19 markets with technical service issues in a national NOC (Network Operations Centre) environment.
Monitor 2,600+ network elements using industry standard monitoring tools such as HP OpenView.
Interface directly with customers and track interactions, progress and resolution in trouble tickets.
Respond to and resolve troubles reported by customers or management systems in a timely manner.
Perform timely technical and management escalations for outstanding troubles.
Provision new or existing services including moves/adds/changes as customers request (online when possible), which includes provisioning of Cisco routers and switches, Sun and Cobalt servers, Accelera radios, Ceragon radios, and various Unix platforms.
Other duties include activities involving network builds, network maintenance, release/change management and capacity management.
Ensure TeraGo's records, drawings, etc. in Visio are kept accurate and up to date.
Work shifts and be available for rotating off-hours on-call duties.
Take an active role in OSS systems evolution.
Accountable to ensure TeraGo's operational data sources have up-to-date and accurate information.
Education & Experience:
Telecommunications diploma or certificate, or equivalent technical education and/or experience.
Cisco CCNA and/or CCNP certification highly desirable.
Experience dealing directly with customers in a professional technical support environment.
Experience with wireless technologies an asset, but not mandatory.
Skills, Knowledge & Abilities: (List particular knowledge, skills (analytical, organizational, interpersonal, technical, managerial), abilities, and languages required.)
Solid knowledge of internet/data communication technologies such as IP protocol, web hosting, e-mail, DNS, and Solaris/UNIX.
Basic familiarity with routing protocols such as BGP and OSPF, and IP protocols such as SNMP, SMTP, HTTP, 802.1Q, and Spanning Tree.
Knowledge of Cisco routers (7200, 3500 & 2600 series), switches (2900 series), access servers and commands.
Working knowledge HPOV, PHP and MRTG is desirable.
Demonstrated ability to work with customers in a wide variety of stressful situations.
Troubleshooting and problem solving skills are an asset.
Self-motivated and resourceful with good interpersonal skills.
Team player - able to learn from and share knowledge with others.
Ability to multitask and work under pressure in an environment of change.
Good written and verbal/phone communication skills.
Ability to work shifts and be available for rotating off hours on-call duties.
Proven to be results-oriented with a focus on delivering.
Ability to learn quickly on the job through mentoring and action.
Fully bilingual in French and English (written and verbal) is highly preferred.
TO APPLY FOR THIS POSITION, PLEASE VISIT OUR WEBSITE AT WWW.TERAGO.CA
TERAGO NETWORKS IS AN EQUAL OPPORTUNITY EMPLOYER
TERAGO NETWORKS WAS RECENTLY NAMED ONE OF GREATER TORONTO'S TOP EMPLOYERS FOR 2011
THanks.
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