Job Board

Description

Reporting to the Manager, External Service Desk, this position handles inbound and outbound inquiries about technology repair, replacement and problem resolution. The incumbent demonstrates empathy while dealing with challenging situations and working in a fast-paced environment. This role requires excellent troubleshooting aptitude to assess and resolve customer needs in a timely manner. 

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

Specific Accountabilities 

• Deliver exceptional customer experience while using Northwestel tools and support systems to maximize first contact resolution.
• Receive, log, and answer customer requests and issues via phone and email.
• Troubleshoot and resolve customer inquiries and initiate corrective action by walking user through the solution or remote access of the user’s device. This may include functionality, configuration, and connectivity.
• Analyze requirements and devise test scenarios to validate internet and telephone connectivity against expected behavior and quality standards.
• Provide follow-up customer contact to ensure satisfactory resolution.
• Monitor incidents and escalate to management when required; incidents not being action in a timely manner.
• Available to work a flexible shift rotation (including evenings, weekends, and statutory holidays) in an environment operating 7 days a week.
• Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
• Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements.
• Other duties as required.

Knowledge & Skills Required

• Minimum two-year technical diploma in telecommunications or computers at a recognized technical
• Must be computer literate and proficient in Microsoft Office, Internet Explorer, Microsoft Edge, and Windows client operating systems. (Win10)
• Must be able to follow process and management directives.
• Excellent English verbal, written and comprehension communication skills and ability to convert technical terms into everyday language to ensure understanding.
• Good understanding of network technologies, topologies, and protocols (TCP/IP, BRAS, BNG and M.T.S, SNMP, IP Multicast, IP allocation & IP blacklisting, DNS) including common IP-based tools (F.T.P, Telnet, SSH, Voice and data terminal emulator).
• Experience in diagnosing, documenting & troubleshooting issues spanning multiple technologies
• Demonstrated ability to work well under pressure and handle frustrated customers.

• Ability to multitask to reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism.

• Very detailed and team-oriented with excellent customer service, interpersonal and problem-solving skills. 
• Cisco CCNA and/or CCNP certification or CompTIA Network+ certification would be considered an asset.
• Previous experience in a Service Desk, Technical Support or similar role would be considered an asset.
• Experience with wireless (or wired) modems & routers in troubleshooting / configuration would be considered an asset.
• Knowledge of Telecom carrier services and technologies including LNP, DMS-100/ CS2K, DMS10/CS-1500, SS7, PRI / T1, and ISDN i.e. D.I.D circuits would be considered an asset.
• Basic knowledge of Electronics (Ohms Law) would be considered an asset.
• Telecommunication experience and customer service or helpdesk certification training would be considered an asset.
• Experience using an incident tracking system would be considered an asset.
• Knowledge of ITIL Foundations or equivalent experience would be considered an asset.
• Knowledge of Operating Systems like Apple IOS, Android, Linux would be considered an asset.
• Knowledge of email Protocols like IMAP POP and SMTP and Barracuda firewall would be considered an asset.
• Knowledge of Cable, DSL and Fibre internet plant / facilities and architecture would be considered an asset.
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program.  We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.