Network Support Engineer

Adaptiv Networks, Inc.; Montreal; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A technology firm in Montreal seeks a Network Support Engineer. You'll provide support for network architectures, configure devices, and ensure system reliability. Ideal candidates have a college degree in computer science and experience in telecommunications. Bilingual communication in English and French is required. This role offers competitive salaries, benefits, and flexible hours.

Benefits

Competitive salaries

Flexible hours

Stock options

Qualifications

• Experience in the telecommunications/network industry required.
• Hands-on experience with networking protocols and hardware.
• Strong analytical and troubleshooting skills.

Responsibilities

• Provide customer support via ticketing and phone.
• Configure and install network devices.
• Monitor system performance and availability.

Skills

Networking protocols knowledge

Multitasking ability

Analytical skills

Verbal communication in English

Verbal communication in French

Education

College degree in computer science or related field

Tools

LAN/WAN operations experience

Network monitoring tools experience

Job description

Overview

Adaptiv Networks is an innovative software technology vendor with a market-leading SD-WAN patent portfolio. We operate our own network of cloud-managed SD-WAN gateways and offer simple Network-as-a-Service licenses powered by our cloud network and supported by our network operations team. We accelerate SD-WAN adoption for business customers by packaging components into affordable site licenses that deliver powerful technology and enable digital transformation with reliable, agile cloud connectivity.

We are a growing, high-energy company in a dynamic market. This role is based in the Montreal office, with in-person presence required a minimum of 3 days per week, and requires bilingual English and French communication skills.

Are you the person we’re looking for? We are seeking a dynamic, motivated Network Support Engineer to join our Service Delivery Team. You will support scalable, maintainable, highly available network architectures, troubleshoot for a wide range of internal and external customers, and perform customer configurations in a 24x7 environment. As a smaller organization, collaboration and open communication are essential.

Responsibilities

• Provide support to customers and partners via our ticketing system, emails, and phone calls
• Perform duties related to other Service Delivery areas (device preparation, shipping, and installation support)
• Configure and install various network devices and services (e.g., edge devices, VPN, QoS)
• Monitor performance and ensure system availability and reliability
• Coordinate with internal departments and escalate when cases take longer to resolve
• Notify management when cases may escalate or cause customer dissatisfaction
• Provide regular updates to customers according to case priority guidelines
• Document all troubleshooting and case management actions
• Provide advanced technical support, guidance, and mentoring to staff
• Participate in Change Management activities and adhere to departmental processes

Requirements

Education and Experience

• College degree in computer science or related field, or equivalent years of experience
• Experience in the telecommunications/network industry
• Experience supporting or testing network services and networking protocols
• Hands-on experience with monitoring, diagnostic, and network analytics tools
• Hands-on technical experience with LAN/WAN operations, Linux operating systems, and networking hardware

Knowledge and Skills

• Knowledge of fundamental networking protocols (TCP, STP, ARP, Ethernet, OSPF, etc.)
• Knowledge of advanced protocol/trace analysis and performance analysis
• Ability to multi-task and adapt to changing priorities
• Collaborative and independent work style with minimal supervision
• Ability to understand customers’ use cases and perspectives
• Self-motivated, goal-oriented, and meticulous
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills in English and French

Assets

• 3 years of experience in the telecommunications/network industry
• Networking certifications
• Spanish language skills

Other Requirements

• Located within a reasonable commuting distance from the Montreal office
• Right to work in Canada independently of any employer
• Available to work varying shifts and rotating on-call schedule (nights and weekends)

Benefits

Adaptiv Networks is committed to a collegial work environment that respects diversity. We offer competitive salaries and benefits, flexible hours, and stock options.