Network Professional
At Rogers, we put our customers first in everything we do! We're growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we are with them all the way. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we're passionate about people and ready to provide the ultimate customer experience to our customers. This position allows you to work from home! At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:
This position plays the key role in supporting both the Rogers Business Managed Services customer base as well as supporting all other internal technical staff in a mentoring role. This position is also responsible for the daily operations and management of the corporate network. The Network Professional provides guidance to Network Analysts in the National Support Centre (NSC), including but not limited to, the implementation, administration, and maintenance of customer networks. This specifically includes the troubleshooting of all reported customer issues, including identifying application performance problems and participation in the trouble shooting of networking equipment managed and maintained by Rogers Business Managed Services. This role may additionally be called upon to support the Professional Services team with deployments.
Primary Responsibilities
• 1st level escalation point for Network Analysts
• Approve scripting changes
• Manage and assign daily workflow of all incidents for all queues
• Mentoring and training Network Analysts
• Provide internal escalation duties including reporting on major outages, RFO reports, ensure escalated calls are handled appropriately with feedback to the client
• Participate in trouble shooting of escalated issues
• Network Professionals will be assigned dedicated customers that they are responsible for - this is not handling all incidents but rather ensure the incidents are handled effectively and within SLAs
• Network Professionals will meet regularly with their assigned customers
• Be responsible for ensuring highest level of support for dedicated clients
• Ensure in depth knowledge of internal systems and procedures as well as customer procedures, networks, systems, applications, etc. is transferred to Network Analysts via documentation, training and mentoring.
• Be available to work dedicated Monday to Friday day shifts covering 7 AM to 9 PM
• Participate in a rotating Escalation Process for Network Analysts
• Work overtime as required
• Collaborate with Network Specialists (Professional Services team) to create optimal network design topologies and configurations.
• Install, configure, test, maintain, monitor, and troubleshoot networked peripheral devices and networking hardware and software products.
• Maintain security solutions, including firewall, and VPN and intrusion detection prevention systems.
• Maintain all network hardware and equipment, including firewalls, routers, switches, hubs, etc.
• Participate with vendors and carriers during problem analysis/resolution as required.
• Monitor and test network performance and provide network performance statistics and reports.
• Respond to incidents as required, SNMP alarms and e-mails regarding customer network issues, customer change requests, etc.
• Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of clients, and recommend and implement corrective hardware and software solutions, including off-site repair.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Support development and implementation of networking projects and new technology installations.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• Practice network asset management, including maintenance of network component inventory.
• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data.
• Prepare and ensure accuracy of documentation, procedures, manuals, and check lists.
• Aid in development of business continuity and disaster recovery plans and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
• Understanding of the organization's goals and objectives.
Job Requirements
• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Certifications with Cisco or Fortinet (CCNA/NSE 4 minimum requirement, CCNP/ NSE 7 preferred).
• WAN technologies such as MPLS, TLS and point to point
• Working knowledge of Active Directory, DNS, DHCP and WINS
• Working technical knowledge of network and PC operating systems.
• Working technical knowledge with Cisco products such as switches (IOS-based)
• Working technical knowledge with firewalls, SSL solutions
• Working technical knowledge of current network hardware, protocols, and standards.
• Working with Local and Wide Area Networking Technologies.
• Understanding of the organization's goals and objectives.
Schedule: Full time
Shift: Variable
Length of Contract: No Selection
Work Location: 1 - 210 Cochrane DR(7735), Markham, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 304369
At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ .
Successful candidates will be required to complete a background check as part of the hiring process.
Posting Notes: No Selection
Location:
Markham, ON, CA
Being a Rogers team member comes with some great perks & benefits including:
• Health & well-being benefits
• Donation matching
• Paid time off for volunteering
• Wealth Accumulation including: Pension plan & Employee stock options
• Generous employee discounts
• Leadership development, Mentorship, and Coaching programs
*available for full-time and part-time permanent employees, some restrictions apply
Looking for career guidance and inspiration?
Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.
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