Job Description

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada\'s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:

The Data Centre Technician (DCT) is the initial point of contact at the facility and is responsible for ensuring the data centre and building are maintained in a professional and secure manner. This position requires you to be on-site and is not a remote position. Ensuring positive experiences for customers as they enter, exit, and work at the data centre is also a primary responsibility.

The DCT will be the first responder and primary point of contact for incidents in the data centre. This position reports to the Data Centre Manager. Providing 24/7 support, the Data Centre Technician (DCT) is expected to deliver the highest level of customer service by adhering to Rogers policies and procedures. The DCT is the local primary point of contact for monitoring the data centre facility and is the coordinator of client escalations. During site escalations, the DCT is responsible for escalating to the appropriate internal teams. During escalations within their local data centre, the DCTs will be the primary point of contact to identify and feed information to the local operational teams, as well as the National Operations Centre (NOC). This position reports to the Data Centre Manager.

What you bring: The position includes, but is not limited to, the following:

• This position requires you to be on-site and is not a remote position
• Ability to work rotating shifts, including days, afternoons, nights and weekends, including holidays
• Access to reliable transportation and the ability to be on-call in support of a 24/7 operation
• Canadian Government:

• Credit Check
• Criminal Background Check
• Reliability Level Security Clearance
• Ability to lift up to 50 lbs and perform physical labour
• High School diploma with some Post-Secondary Education preferred
• Help Desk/Operations Centre experience in a Telecommunications/IT capacity is considered a plus
• Fluent verbal and written English communication skills
• Well developed Customer Service Skills with customer service experience

What you will be doing:

Daily Operations

• Ensure policy and procedure is followed and that all audit requirements are being met on a daily basis. Areas of focus include service delivery, service support, and physical security
• Shipping and receiving
• Perform site inspections and shift walk-throughs
• Assist contractors at site in compliance with Rogers policies and customer requirements
• Perform timely and concise escalation and exception reporting describing incidents outside of normal operating policy
• Act as primary on-site point of contact for NOC and local operational teams during an incident
• Receive and prioritize requests related to the ticketing system
• Assist Clients in MACD\'s (Moves, Adds, Changes, and Deletions)
• Assist with \'Smart Hand Services\'; these services may include tape swaps, inspections and other services as required
• Follow policies and procedures related to escalations, ticketing, and change management
• Identify/report to the Manager any situations or client concerns that would improve quality or mitigate risk
• Provide notifications and updates to internal operational teams and/or clients
• Participate in special projects as required
• Ensure the ongoing flawless operation of the data centres to provide clients with world class service and support
• Ensure all health and safety guidelines are enforced by both internal and external visitors to the Data Centre
• Execute the transformational vision of Rogers
• Perform other duties as requested by Data Centre Management

Administration

• Compliance with all Rogers Corporate Policies, including Business Code of Conduct
• Demonstrate strong shift turnover and peer communication practices
• Create, update, and document existing Standard Operating Procedures (SOP), as required
• Site orientation duties
• Maintain a tidy, professional, and unobstructed work environment including client accessible areas such as lobby, offices and client lounge, etc.
• Strong working knowledge of Microsoft Office products

Primary Interactions

• Rogers Clients
• Rogers Employees
• Data Centre Operations teams
• Operations Centre (NOC)
• Data Centre Management Services team
• Suppliers, vendors, and trades

Schedule: Full time
Shift: Night
Length of Contract: Not Applicable (Regular Position)
Work Location: 550 Cochrane Drive (194), Markham, ON
Travel Requirements: None
Posting Category/Function: Data Centres & Technician
Requisition ID: 286491

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities 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 .

Posting Notes: Corporate

Location:

Markham, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

\xc2\xb7 Health & well-being benefits
\xc2\xb7 Donation matching
\xc2\xb7 Paid time off for volunteering
\xc2\xb7 Wealth Accumulation including: Pension plan & Employee stock options
\xc2\xb7 Generous employee discounts
\xc2\xb7 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 podcast with Dr. Sonia Kang.

Rogers Communications