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Operations Careers: Roles & Qualifications
Service Provisioning
and Assurance
IP Specialist - Customer Technical Support CP2
Roles
Top responsibilities
Key objectives
Main challenges
Interaction
Qualifications
Roles
- IP Specialist- Customer Technical Support (CP2)
- Reports to: Director, Managed IP Networks
- Part of the Customer Technical Support Team
- Approximately 3 positions
- Location: Toronto
Top responsibilities
The position of IP Specialist provides 3rd line technical, engineering and design support for Bell's managed services. The IP Specialist works closely with 1st / 2nd Line support teams, IS/IT and the CSE (Client Service Engineer) community. We are looking for an individual who possess a combination of technical abilities and excellent customer service skills to join our team.
Key objectives
- Partner with clients and internal support teams to assess all aspects of network solution implementation needs, such as addressing, routing protocols, bandwidth, performance, security, availability, capacity, optimization and operational manageability
- Assist with the Introduction of new technologies into the production environment
- Take ownership in driving resolution to major or chronic problems
- Provide a combination of technical and managerial skills in leading crisis management situations
- Utilize managerial skills to source the right resources across organizations, resolve a situation and deal with customers and vendors in delicate situations
- Utilize technical skills to guide the team to a solution, and document action items and follow-ups in a manner presentable to the customer
- Support SDs in presenting the information to the customer if required
- Manage complex problems (e.g. routing, performance, connectivity, facility, host, other vendor/service provider) in multi-protocol networks
- Analyse customer and infrastructure performance data and provide a written summary of findings with recommendations
- Interface with customers on service issues and network performance reporting, including documentation and presentations on performance reports
Main challenges
- Working in an ever-changing environment
- Learning the changing technology
Interaction
- External client (customer base and service base)
- Technicians
Qualifications
Critical Qualifications/Competencies
- The ability to assist with the design and implementation of client network solutions encompassing LAN/WAN services, ATM/Frame Relay, and router/switch configuration specifications
- Knowledge of routers/switch technologies and IP networking
- An understanding of the network service enabling process and methodology
- Knowledge of network protocols (OSPF, IGRP, RIP, BGP)
- General knowledge of SNMP
- Strong oral and written communication skills
- Knowledge of voice/telephony communications
- CCNA/CCNP certification
Preferred Qualifications
- A customer focus (the ability to build relationships and the strong desire to help, and serve and satisfy both internal and external customers)
- Resourcefulness: thrives on challenge and change, reacts with proactive and innovative work solutions
- Flexibility: works effectively with varying environments, situations, tasks, responsibilities and people
- The ability to take initiative
- The ability to work well under time constraints/pressure
- CCIE certification
- Preferably, a post-secondary college diploma/degree in the area of Engineering and Computer Science
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