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your invitation
At Fibernetics, our purpose is to deliver happiness and connections every day by being awesome. This is the company’s calling and if you believe this to be your calling too, we want to hear from you!

We are inviting an awesome Technical Escalation Support Specialist to join our Operations team to contribute to delivering happiness and connections every day. The unique tasks that you will take pride in accomplishing are listed below.

ways you contribute

  • You will handle and resolve escalated support cases as needed for the following:
    • Network analysis of various types of devices such as:
      • Cisco switches, routers and DSL modems
      • Onsite PBXs
      • VPN connectivity into Fibernetics’ core
    • Call Flow analysis
      • Inbound calls in Meta SAS
      • From Meta to either Asterisk proxies or Asterisk Aggregators
      • Through Asterisk ACD servers
      •  To Asterisk Voicemail servers
      •  To onsite customer PBXs
      •  Using Aggregator syslog server and any other logs where necessary
      •  Using tcp-dumps either on premise or on the provided tcp-dump aggregator
      •  Dial Plan configuration via FNP master
  • You will determine if issues should be escalated to the Level 3 development team if they are not resolvable.
    • You will try to recreate the issue in a lab environment.
    • You will ensure all pertinent information is gathered before escalating to the L3 development team.
  • You will test products during various levels of implementation and support stages.
    • You will create and follow a test plan that can be utilized when needed
    • You will modify documented test plans as needed based on technology changes.
  • You will assist management in process creation as well as document.
    • You will document and implement processes as needed.
  • You will participate in meetings regarding development and support issues as needed.
    • You will provide Management and development with feedback regarding ongoing issues.
  • You will maintain relationships with customers, partners and teammates via email or phone.
    •  You will ensure information is communicated in a timely manner as well as being concise.
  •  You will contribute to the knowledge base on an ongoing basis.
    • You will ensure any solutions implemented are documented and communicated consistently.
  •  You will provide additional support to the level 1 customer support agents.
    • You will answer support related calls to assist level 1 agents based on call volume trends.
    •  You will be available to assist level 1 agents as a knowledge source if needed.
  • You will work in a rotation of weekly “On Call” escalation support.
  • You will manage cases.
    • Consistently update cases as needed when dealing with escalated issues.
    •  You will ensure cases are closed after resolution.

what makes you awesome

  • You have exceptional Customer Service skills.
  • You possess leadership abilities and are not afraid to take on tasks.
  • You have previous technical customer service support related experience.
  • You are detailed and use meticulous methodology in problem identification and resolution.
  • You are eager to learn new technology and changes to existing product.
  • You have outstanding communication skills both written and orally.
  • You have strong troubleshooting and analytic thinking skills.
  • You have knowledge of the following technologies:
    • DSL, Ethernet and TCP/IP,
    • PBX Environments
    • LAN/WAN and Wireless networking technologies
    • Microsoft Windows OS, and Linux OS
    • Cisco IOS, Basic Linux CLI(less, head, tail, grep, etc.),
    • REGEX, SIP, IPSec, GRE, IP SLA, IP PBX Unified Communications, CDP, LLDP, PPPoE, DHCP, DNS, Asterisk
    • T1, DOCSIS Technologies
  • You have the ability to work in a team environment as well as unsupervised.
  • You have the ability to work in a dynamic and fast pace environment.
  • You are able to embrace change and maintain a positive approach.

rsvp
Write to careers@fibernetics.ca and let us know how you can contribute, what makes you awesome and why you want to be in. We look forward to hearing from you!