Job Title

As a Senior Network Support Specialist, you will serve as a technical expert responsible for diagnosing and resolving complex Level 2 & 3 network, connectivity, and voice issues across diverse customer environments. This role involves handson troubleshooting of LAN, WAN, wireless, VoIP, and lastmile carrier services, working directly with customers, telecom carriers, and internal teams to drive issues through to resolution. You will leverage strong networking fundamentals, packet analysis, and Cisco expertise to identify root causes, lead live troubleshooting calls, and ensure reliable, highquality network and voice services. This position is ideal for a customerfocused networking professional who thrives in complex, fastpaced technical environments and takes ownership from investigation through resolution. Investigate, diagnose, and resolve Level 2 & 3 network and connectivity issues across customer environments. Troubleshoot complex lastmile carrier problems involving fiber, DSL, Ethernet, and WAN connectivity. Work directly with telecom carriers and service providers to isolate and resolve access, routing, and circuit issues. Analyze and troubleshoot routing, switching, subnetting, VLANs, NAT, DHCP, PPPoE, and overall TCP/IP networking problems. Configure, support, and troubleshoot Cisco routers and switches, including Cisco C1111, C1117, Cisco 867, and Cisco SG Series switches. Provide advanced support for LAN, WAN, wireless, and VoIP network environments. Investigate PBXrelated issues, including peering, extension moves, callflow adjustments, and customerspecific customization. Process return authorization requests for PBX phones and accessories when hardware is confirmed defective. Perform packetlevel analysis using tools such as Wireshark and TCPDump to identify root causes and validate fixes. Review and interpret customer network layouts to determine the most effective troubleshooting approach for voice and data services. Document findings, actions taken, and resolution steps thoroughly within ticketing systems. Escalate issues that cannot be resolved internally while ensuring accurate technical handoff and continuity. Follow up with customers, partners, and carriers to confirm issue resolution and overall satisfaction. Collaborate with internal teams to resolve complex technical issues in a timely and professional manner. Participate in flexible scheduling, including oncall support, based on operational requirements. Provide switching, routing, and general network engineering support as business needs evolve. Provide direct customer support while working closely with carriers over the phone to diagnose, troubleshoot, and resolve lastmile and network connectivity issues. Work directly with customers and telecom carriers by phone to investigate fiber, DSL, and routing issues, coordinate troubleshooting, and drive incidents through to resolution. Act as the technical point of contact for customers and carriers, leading live troubleshooting calls to resolve connectivity, voice, and network performance issues. What makes you awesome Strong understanding of networking fundamentals, including routing, switching, VLANs, subnetting, and IP addressing. Proven ability to troubleshoot and resolve complex technical issues in customer and carriermanaged environments. Strong knowledge of fiber, DSL, Ethernet, TCP/IP, PPPoE, DHCP, SIP, RTP, PBX, LAN/WAN, and wireless technologies. Handson experience diagnosing voice quality and connectivity issues in VoIP environments. Strong analytical and criticalthinking skills, with the ability to assess unique customer network topologies and identify root cause quickly. Ability to interpret packet captures and use network diagnostic tools effectively. Excellent written and verbal communication skills with the ability to explain technical issues clearly to customers, partners, and carriers. Strong customer service mindset with a focus on ownership, followthrough, and resolution. Ability to adapt quickly to changing technologies, products, and support processes. Comfortable working independently and as part of a collaborative technical team. Assets 4+ years of experience in a technical support, network support, or customerfacing networking role. Working knowledge of Cisco IOS, Linux, T1, and DOCSIS technologies. Experience with Polycom and Grandstream phones. College diploma or university degree in Computer Science, Engineering, Telecommunications, or a related field. Bilingualism in French and English is considered an asset. #J-18808-Ljbffr