Bilingual NOC Support - Tier 1

Location: Montreal, QB, Canada
Date Posted: 11-10-2018
Responsibilities of the tier 1 technical support personnel are:
  • Address requests from approved users to access and use the Testbed over the life cycle of early stage commercialization and demonstration projects that utilize the Testbed.
  • Perform technical onboarding of users to the Testbed including the coordination of on-site or remote access to the testbed, completion of acceptable use policy agreements and other required agreements by users, assign desk space, provision user credentials and passwords, provide initial training on Testbed capabilities, manage scheduling the usage of pre-commercial 5G wireless devices among users and provide ongoing technical support to users.
  • Provide tier 1 technical support to users of the Testbed and conduct troubleshooting to solve issues and the escalation to tier 2 and tier 3 technical support resources within Ericsson and Ciena for more complex Testbed capabilities and technical issues.
  • Provide technical support to Testbed users on Ericsson and Ciena solutions. Supplier to ensure required training is provided or obtained to achieve required technical knowledge on solutions.
  • Complete reports and analysis for Testbed performance and support the day to day delivery of the programs.
  • Implement surveys provided by OCE that can be used to track 5G  Program outcomes reporting.
  • Work closely with the Senior Manager, Digital Economy Technologies at OCE and other stakeholders to implement programs, develop regular status reports, and support users of the Testbed.
  • Organize and support events that leverage the Testbed.
  • Make presentations to internal and external stakeholders on the Testbed.
 
(vi)               Qualifications of Tier 1 Technical Support
·                     Bachelor’s degree in Computer Science, Engineering, or relevant technical field.
·                     At least three to five years of relevant experience in a technical (network/IT) support role.
·                     Information, Communications and Technology experience including the ability to diagnose and fix network, mobile device and computer configuration issues.
·                     Understanding of networking, mobile and computer technologies including optical transport (DWDM), IP/MPLS networking, 4G/5G wireless networking, cloud, and related technologies.
·                     Understanding of deployment and support of software workload virtualization, cloud-based applications and virtualized container services (e.g. OpenStack, Docker, Ansible).
·                     Understanding of Software Defined Networking (SDN), network management and orchestration.
·                     Experience with REST web services, REST API interfaces and tools (e.g. Swagger, Postman).
·                     Understanding of software languages and protocols (e.g. Java, Python, C, C++, Perl, Tcl).
·                     Understanding of network management tools and APIs (e.g. REST, NetConf, Yang, gRPC).
·                     Understanding of security and authentication protocols (e.g. Radius, Diameter).
·                     Understanding of Agile and DevOps development environments, methodologies and tools.
·                     Understanding of Ericsson and Ciena products.
·                     Ability to work collaboratively with other geographically dispersed team members, including the sharing of technical support work load and best practices for technical support.
·                     Excellent customer service and communication skills.
·                     Highly developed, interpretive and analytical skills in Microsoft Word, PowerPoint, and Excel.
·                     Proficiency with databases, web searches, with the ability to learn new software applications such as technical support trouble ticketing systems.
·                     Demonstrate a high degree of individual initiative and proactive approach to establish priorities, to plan and monitor work plans.
·                     Ability to travel to support Testbed users at Ontario Hub locations (level of travel dependent on Managed Services resourcing plan).
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