Our team is growing and we’re always looking for talented, smart and extraordinary individuals. Think you got what it takes to join our team? Tell us why you’d add value to our team and submit your resume. careers@urbanfibre.ca

Current Openings:

• Customer and Network Support Team Lead

Customer and Network Support Team Lead

About the Role

We are currently seeking an experienced Customer and Technical Support Team Lead who wants to grow with the company and join a service first, customer first technical team. Every Internet service is fast and reliable, and the engineering and field service team are fully committed to doing whatever is needed to make the customer happy, so you are never left holding the bag.

You will contribute to the team by performing the following:

• Leadership
  • Lead projects to improve the support experience.
  • Review existing / develop and maintain support policies and standards
  • Develop key performance indicators in conjunction with senior management and report on adherence to those standards
  • Supervise, hire and train support staff (currently 1, but growing)

• Customer Care
  • Ensure client satisfaction by fulfilling email and telephone support requests during and after the installation, implementation, and configuration of Urban products and services;

• Service Provisioning
  • Coordinate the implementation of new data services;
  • Provision voice and video services;
  • Coordinate and manage customer expectations;
  • Identify needed improvements in processes/procedures and recommended solutions;

• Network Support
  • Monitor customer’s networks and escalate issues as required;
  • Troubleshoot customer connectivity problems;
  • Verify configuration of access (aka edge) and distribution switches
  • Perform other duties and special projects as required.

What do you bring to the team?

• Network fundamentals including Ethernet, ARP, DHCP and DNS;
• Minimum of 4 years of Technical Customer Support Experience or equivalent
• Strong communication skills;
• Strong commitment to deadlines and work ethic – taking accountability and ownership to overcome roadblocks to ensure delivery dates are met;
• Ability to thrive in a challenging, demanding, and rapidly changing environment without close supervision;
• Ability to work cooperatively and effectively with fellow team members, clients and other internal departments;
• Excellent organizational skills with a strong ability to prioritize;
• Desire to develop a career in telecommunications and/or networking;
• Experience with managed network enterprise services, like UniFi and/or Meraki;
• CCNP Service Provider (or Routing & Switching) certification, or equivalent experience, specifically with IP routing, including BGP, OSPF, transit and peering are desirable.
• Experience working in a 24×7 NOC service provider environment would be an asset as well as with MPLS, including VPLS, RSVP and LDP;

DNA

• Driven, energetic
• Sense of urgency
• Competitive nature

Think you got what it takes to join our team? Tell us why you’d add value to our team and submit your resume.