Technical Support Representative, Tier 1

Beanfield; Toronto; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Culture & community

Total rewards: TSA & HCSA

5 personal care days

Job summary

Beanfield, a leading independent fibre network provider in Canada, is seeking a Tier 1 Technical Support Representative to join our Toronto team. You will be the first line of support for residential services, troubleshooting network issues and provisioning services, while collaborating with engineers and customer experience teams.

Ideal candidates have 1–2 years in telecom tech support, knowledge of TCP/IP v4 and CIDR, and familiarity with GPON.

Qualifications

• 1–2 years in telecom tech support.
• Knowledge of TCP/IP v4 and CIDR addressing.
• Familiarity with GPON is an asset.
• Bilingual English and French preferred.

Responsibilities

• Provision, hand-off, and support Beanfield residential services (home phone, IPTV, Internet).
• Configure and troubleshoot customer-facing network infrastructures (Cisco IOS/XR/XE, GPON).
• Troubleshoot and resolve customer LAN issues, including Wi-Fi configuration and remote/on-site support.
• Identify usage patterns to spot network events needing escalation.
• Follow standard helpdesk procedures and collaborate with teams as needed.
• Maintain up-to-date knowledge of industry trends and impact on service delivery.
• Be available 24/7 for all shifts.
• Assist other departments and handle future front-line issues tied to new products.

Job description

We don’t just build networks, we build communities. From our roots in Liberty Village to our growing footprint across Toronto, Montreal, and Vancouver, Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network.

With 500+ employees and an entrepreneurial mindset, we move fast, think creatively, and stay connected to the people who make Beanfield what it is. If you thrive in a collaborative, high-impact environment where your work matters, you will feel right at home.

Our Values

We Are Challengers

We lead the way. We disrupt the industry by thinking differently, moving quickly, and taking ownership. We operate with a startup mentality and believe in building and investing in our own infrastructure, and our people.

We Are United

We operate as one team. Collaboration is core to how we work, and every idea matters. We believe strong partnerships and shared ownership lead to better outcomes.

We Care

We care deeply about our employees, partners, customers, and communities. We build trust through open communication, thoughtful decisions, and a relentless focus on our brand and customer experience.

The Role

Are you passionate about technology and love solving problems? As a Tier 1 Technical Support Representative, you’ll be the first line of defence in delivering top-tier technical assistance to our residential customers. Reporting directly to the Tier 1 Technical Support Manager, you’ll play a crucial role in troubleshooting, provisioning, and ensuring seamless customer experiences.

If you thrive in a fast-paced environment, enjoy working with cutting-edge networking technologies, and love helping people, this role is for you!

What You’ll Do

• Provision, hand-off, and support Beanfield residential services such as home phone, IPTV, Internet
• Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, GPON
• Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote and/or on-site support.
• Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
• Follow standard helpdesk procedures.
• Assist Customer Experience Analysts, Installers, and other departments as needed.
• Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
• Must be available 24/7 for all shifts.
• Any future front-line issues that might be created because of new products/services as well as any other duties as assigned by your manager.

What You Bring

• 1-2 years of work experience in Telecom tech support roles.
• Knowledge on routed protocols such as TCP/IP version 4 as well as an understanding of CIDR address allocation.
• Understanding of GPON is an asset.
• IP allocation mechanisms such as DHCP, static assignments, and subnetting
• Bilingual English and French considered preferred.

What’s in it for you

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• A comprehensive total rewards package, including Traditional Spending Account (TSA) and Health Care Spending Account (HCSA) coverage to support your physical, mental, and financial well-being.
• An additional five (5) personal care days, giving you extra flexibility to recharge, reset, or take care of what matters most.

At Beanfield, we’re proud to be an equal-opportunity employer.

We believe that diverse teams make stronger teams. No matter your background, experience, or life story, if you meet the requirements for this role, we want to hear from you. We are committed to creating an inclusive and accessible workplace where all qualified applicants are considered for employment, without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.

Beanfield provides reasonable accommodations at all stages of the recruitment and selection process. If you need support during your application or interview, please reach out to us [e-mail], we are happy to help.

Please note:

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. The salary range indicated includes a Short Term Incentive Plan (“STIP”) which represents a percentage of your Base Salary based on the achievement of individual and corporate objectives; The STIP payment is calculated based on a formula that takes into account several factors, including, without limitation, corporate and individual performance measures. The STIP payment is conditional upon meeting all of the STIP’s eligibility requirements.

Candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas. Also, all official communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in @beanfield.com.