Sr Technical Specialist

Rogers Communications, Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health & well-being benefits

Donation matching

Paid time off for volunteering

Wealth Accumulation including Pension,

Employee stock options

Generous employee discounts

Leadership development, Mentorship, &

Job summary

Rogers Communications, Inc. is seeking a Sr Technical Support Specialist to provide technical support for Enterprise customers by phone and email.

You will act as a trusted contact, manage service expectations, support SLA commitments, and drive timely resolution of customer-impacting issues in a 24/7 environment. The role involves troubleshooting wireless, data, voice, IoT equipment, and network services; coordinating escalations with internal teams and vendors; and delivering clear incident

Qualifications

• Post-secondary education in technology, telecommunications, or related field.
• Five or more years of telecom technical help desk or related support experience.
• Bilingualism in English and French; ITIL knowledge is assets.

Responsibilities

• Troubleshoot complex technical issues related to wireless connectivity, data, voice, IoT equipment, applications and network services.
• Coordinate escalations and communicate with customers and internal teams throughout resolution.
• Prepare incident summaries, root cause analyses and resolution actions.
• Ensure SLAs and performance expectations are met; identify opportunities to improve service quality.

Skills

Troubleshooting

Verbal & written communication

Collaboration

Bilingual English/French

Independent working

Education

Post-secondary education in technology/telecommunications

Tools

HLR

GGSN

SGSN

MSC

Job description

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Sr Technical Specialist

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

Sr. Technical Support Specialist

We are looking foraSr.Technical Support SpecialisttoprovidetechnicalsupportforRogers Enterprise customers by phone and email.In this role, you willact asatrustedpoint of contact,manageservice expectations, supportSLA commitments, andhelp drivetimelyresolution ofcustomer-impactingtechnicalissueswithin a 24/7 support environment.

You willtroubleshoot serviceissues,maintainaccurateticketdetails, coordinateescalations, andkeep customers and internal teams informedthroughout the resolution process. Thisrole offers theopportunitytostrengthen yourtechnicalexpertisewhile contributingtoreliable enterprisesolutionsand a high-quality customer experience.

What You’ll Do

Technical Issue Management

Troubleshoot complex technical issues related to wireless connectivity, data, voice,IOT Equipment, applications, and network services.

Collaborate with internal teams, vendors, and service partners to resolve customer-impacting incidents.

Prepare clear incident summaries, root cause analysis, resolution actions, and customer-impact details.

Help ensure service level agreements and performance expectations are met.

Identifyopportunities to improve service quality, customer experience, and follow-up discipline.

Customer Interaction

Build strong customer relationships and act as an advocate during outages and service-impacting events.

Providetimelyoutage, maintenance, product, and service-update communications to enterprise customers.

Track vendor and customer escalations to supporttimelyfollow-up and resolution.

Prepare and present service reports to customers.

Documentation

Document customer interactions, master tickets, vendor escalations, and network escalations accurately in the ticketing system.

Monitor escalated issues and provide progress updates to management and customers.

Create andmaintaininternal and external process documentation for the ESA organization.

Product and Technology Knowledge

Apply working knowledge of wireless network technologies, including GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless, smartphones, and data devices.

Support public and custom APN solutions.

Assess customer impacts related to network releases and change-management activities.

Use network support tools and platforms such as HLR, GGSN, SGSN,andMSC.

W hat You’ll Bring

Post-secondary education in technology, telecommunications, or a related field.

Five or more years of telecom technical help desk or related support experience.

Working knowledge of wireless technologies, mobile switching, digital transmissionsystems, Wi-Fi, fixed wireless, and related network platforms.

Strong troubleshooting judgment, especially during critical incidents involving enterprise customers.

Ability to collaborate with technical teams, business stakeholders, vendors, and service partners.

Clear verbal and written communication skills, with the ability to explain technical issues to technical and management audiences.

Ability to work independently, support team priorities, and manage multiple tasks in a fast-paced environment.

Interest in emerging technology, continuous learning, and customer-focused problem solving.

Bilingualism in English and French, and ITIL knowledge are assets.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Rotating
Length of Contract: No Selection
Work Location: 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montreal, QC
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 341471

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.

Posting Notes: Customer Experience

Location: Toronto, ON, CA Montreal, QC, CA

Being a Rogers team member comes with some great perks & benefits including:

• Health & well-being benefits
• Donation matching
• Paid time off for volunteering
• Wealth Accumulation including: Pension plan & Employee stock options
• Generous employee discounts
• Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply