Tier 2 - Technical Support Representative

Beanfield; Toronto; On-site; CAD 55,000 - 90,000; Full time

Benefits offered by this job

TSA & HCSA coverage

5 personal care days

Inclusive, equal-opportunity employer

Job summary

Beanfield in Toronto is seeking a Tier 2 Technical Support Rep to troubleshoot and provision services for commercial customers, including DWDM, Dark Fibre, Private lines, Internet, and related services.

The role involves handling network troubleshooting with Cisco IOS/XR/XE and Junos, assisting Tier 1 teams, identifying trends, and coordinating with product teams. 24/7 shift availability is required, with a strong customer-focused mindset.

Qualifications

• Knowledge of the OSI model and TCP/IP v4/v6
• Understanding CIDR addressing and Layer 2 switching
• GPON knowledge; DNS/RDNS is an asset
• Hosted voice service delivery concepts
• IP allocation methods such as DHCP, static assignments, and subnetting
• Bilingual French/English is an asset

Responsibilities

• Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, VoIP
• Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON
• Troubleshoot and identify customer LAN issues, including WIFI configuration and remote troubleshooting
• Identify trends and usage patterns to identify network events for escalation
• Direct customer escalations to the appropriate product teams
• Assist Tier 1 Technical Support Reps and other departments as needed
• Maintain knowledge of industry trends and potential business impact
• Must be available 24/7 for all shifts
• Handle any new front-line issues from new products/services as assigned by manager

Skills

DWDM

Dark Fibre

Private Lines

Internet

Metro Wave

DDoS

VoIP

Tools

Cisco IOS/XR/XE

JunOS

GPON

DNS/RDNS

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 headquarters is located inToronto’s super-hip Liberty Village, surrounded by great coffee, food, energy, and creativity-making it a great place to collaborate in person.

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

The Tier 2 Technical Support Rep reports directly to the Tier 2 commercial and VIP Manager and assists with troubleshooting and provisioning of commercial customers services and provides support to Customers.

What You’ll Do

Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP

Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON

Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting.

Identify trends and usage patterns for the purpose of identifying network events that may require escalation.

Direct customer escalations to the appropriate product teams

Assist Tier 1 Technical Support Reps 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

The concept of the OSI (Open Systems Interconnection) reference model for how applications communicate over a network, Routed protocols such as TCP/IP version 4 and version 6 as well as an understanding of CIDR address allocation, Layer 2 switching.

Understanding of GPON, DNS/RDNS is considered an asset.

Conceptual understanding of hosted voice network service delivery.

IP allocation mechanisms such as DHCP, static assignments, and subnetting.

Bilingual French/English is an asset.

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 [e-mail]. We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.