Job Description

The position will assist and support Tier 2 Member Support staff, liaison directly with customers, as well as working closely with all other departments, in order to ensure smooth operations & solutions for supporting our customers and staff. This role regularly requires the update of case tickets, and taking lead responsibility for cases escalated by email and phone calls. This position covers daytime hours, as well as after hour On-Call shifts, over evenings and weekends. This position reports to the Enterprise Customer Support Manager." />
The position will assist and support Tier 2 Member Support staff, liaison directly with customers, as well as working closely with all other departments, in order to ensure smooth operations & solutions for supporting our customers and staff. This role regularly requires the update of case tickets, and taking lead responsibility for cases escalated by email and phone calls. This position covers daytime hours, as well as after hour On-Call shifts, over evenings and weekends. This position reports to the Enterprise Customer Support Manager." />

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Tier 3 NOC Member Support

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Job Number:

J1022-0259

Job Title:

Tier 3 NOC Member Support

Job Type:

Permanent Full Time

Job Location:

Calgary

Department:

Xplore Business

Number Of Positions:

1

Date Posted:

March 28, 2023

Closing Date:

April 11, 2023

The Tier 3 - Member Support will be responsible for expanding, maintaining, operating, and optimizing the Xplore Business infrastructure and dedicated customer circuits & services. This position will be responsible for supporting Dealers, Contractors and Field Crews to resolve customer and network technical issues. The position will assist with daily/weekly reports, outage notifications and perform day-to-day maintenance of the infrastructure that deliver our critical services. This position will actively be engaged in the design and collaboration for circuit design, active device configuration / updates, as well as multi-vendor device provisioning, (including data center, tower / pop sites, and multiple radio vendor equipment).

The position will assist and support Tier 2 Member Support staff, liaison directly with customers, as well as working closely with all other departments, in order to ensure smooth operations & solutions for supporting our customers and staff. This role regularly requires the update of case tickets, and taking lead responsibility for cases escalated by email and phone calls. This position covers daytime hours, as well as after hour On-Call shifts, over evenings and weekends. This position reports to the Enterprise Customer Support Manager.

Key responsibilities include:

• Troubleshooting / Support of Fixed Wireless, Satellite, LTE,

Fibre Services, and all IP network elements (Point to Point,
Access Points, switches/routers and multiplexers).

• Advanced Troubleshooting and Support of all customer, Tier:2

and 3rd Party Circuit services. Assessment & resolution of
emergency escalations while adhering to defined procedures.
Accurately notify appropriate parties and follow up with
providers as needed.

• L2 Transport & L3 Transit circuit design, equipment

configuration & provisioning, circuit upgrades, data center
maintenance, and circuit monitoring and maintenance.

• Act as a liaison between external resources (XCI, Field Ops,

Net Ops, Engineering and 3rd party providers) for network
related activities.

The ideal candidate will possess:

• The ability to effectively problem solve
• Must be able to Multitask
• Ability to interact and effectively communicate at various levels within the organization
• Organizational skills
• Functions well in a team environment
• Has a strong knowledge base of OSI model, including Networking routing / structure, required for supporting of enterprise service application and support environments.
• Prior experience implementing and troubleshooting: BGP, OSPF, VPLS, Vlans (802.1q, QinQ, Vlan Translation),
• Previous experience with design and support of enterprise grade wireless equipment would be an asset. (DragonWave / Ceragon / RedLine / Cambium / Ubiquiti)
• A relevant Diploma/Degree or a combination of practical work experience and education.
• Minimum of 3 years experience in the operation and design of LAN and WAN environment.
• CCNA, JNCSP-SP, MikroTik MTCNA or equivalent certification preferred.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada\'s Fibre and 5G broadband company for rural living. Founded in Woodstock, New Brunswick, Xplore has become one of the country\'s largest facilities-based telecommunications providers for residential and business customers. Xplore is committed to the relentless pursuit of an improved broadband experience for Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplornet