Job Description

Employer: Point to Point Communications (Barrie) Limited

Position: Network Technician Supervisor

Terms of Employment: Full-time / Permanent

Location: Barrie, Ontario

Employment Address: 38 Hooper Road, Barrie, Ontario L4N 6N7

Hours of Work: 40 hours/week

Language: English

Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. After probationary period: Benefits package including dental care, extended health benefits, Life and AD&D, company contributing and matching RRSP plan, vacation time after first year

Salary: $ 75,000 CAD / year

Contact: Please send resumes to [HR@ptpcomm.com] and include "Network Technician Supervisor" in the email subject line.

The Network Technician Supervisor is responsible for overseeing the day-to-day technical operations and service delivery of the IT Services Team. This role combines advanced network support duties with supervisory responsibilities.

This position provides support to customers, supervises and coordinates the work of network technicians, and ensures proper planning, installation, configuration, and maintenance of network and security systems including Point-to-Point Network, Surveillance systems, Access Control systems, and cellular-based solutions.

The Network Technician Supervisor plays a key part in ensuring the quality, efficiency, and effectiveness of IT Services Operations while supporting the Sales and Field Services teams in delivering customer-centric solutions. This position is part of the Operations Team and reports to the Operations Manager.

Duties:

Supervision and Team Coordination

Establish and maintain positive and professional working relationships with customers, co-workers, and managers. Supervise, schedule, and coordinate the activities of network technicians. Monitor team performance and productivity; provide coaching, mentoring, and provide input to the Barrie Operations Manager for performance evaluations. Identify skills gaps within the IT Services Team; Develop and implement training and development plans in conjunction with the Operations Manager. Generate reports that identify skill deficiencies in the IT Services Team and coordinate training to address identified deficiencies. Collaborate with the Operations Manager and HR to address performance or disciplinary issues. Facilitate continuous improvement and ensure adherence to company standards and procedures.
Technical Operations:

Participate in a rotating on call schedule. Evaluate and participate in the installation, testing, and troubleshooting of network infrastructure, hardware, and software. Configure and maintain wireless and broadband networks, Local Area Networks (LANs), Wide Area Networks (WANs), IP-based camera systems, and access control solutions. Provide Tier 2/3 support and technical guidance to technicians and customers. Oversee staging and configuration of networking equipment before field deployment. Ensure detailed documentation of installations, configurations, and customer interactions. Support field technicians during installations and assist with problem resolution on-site when required. Operate master consoles to monitor the performance of systems and networks and to coordinate access and use of computer networks. Participate in new product training when available. Perform data backups and disaster recovery operations. Conduct tests and perform security and quality controls.
Customer Service and Quality Assurance:

Ensure that high-quality technical service is delivered in accordance with company standards and customer SLAs. Act as a point of escalation for complex customer issues and ensure timely resolution. Maintain strong relationships with clients, gather feedback, and implement service improvements. Work closely with the Project Manager and Scheduling Coordinator to review service schedules, prioritize tasks, and ensure resource efficiency. Attend and contribute to project planning meetings. Work with the Barrie Operations Manager to schedule, organize, attend, and follow up on service meetings, quarterly. Provide on-site support to customers when required. Maintain positive relations with customers and colleagues.
Administrative & Reporting:

Generate and analyze reports on team performance, service metrics, and training outcomes. Contribute to quarterly and ad hoc service review meetings with key stakeholders. Assist in the evaluation and improvement of service delivery processes and standard operating procedures. Support planning and execution of IT projects in collaboration with the Project Manager. Responsibility for maintaining company technical assets and data plans.
Requirements:

Education and Certifications:

Completion of a college or university program in science, technology, or a related field. Industry certifications such as CompTIA Network+, CCNA, or equivalent.
Experience:

Minimum 3-5 years of experience in network support or technical field services. Previous experience in a supervisory or team lead role is strongly preferred.
Technical Skills:

Strong knowledge of network protocols, hardware installation, and diagnostics. Experience with wireless networking, IP surveillance systems, and access control technologies. Proficiency in using service desk/ticketing systems and remote diagnostic tools. Understanding of service-level agreements (SLAs) and customer satisfaction metrics.
Soft Skills:

Excellent organizational, communication, and leadership skills. Ability to manage multiple priorities in a fast-paced technical environment. Strong customer service orientation with a problem-solving mindset.
WORKING CONDITIONS

May require travel to customer locations for support or supervision. Participation in a rotating on-call schedule is required. Combination of office and fieldwork, with the need for flexibility based on customer and operational needs.
Job Types: Full-time, Permanent

Pay: $75,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off RRSP match Vision care
Ability to commute/relocate:

Barrie, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person