Senior Technical Support Specialist

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    Senior Technical Support Specialist


    Senior Technical Support Specialist

    Rogers Montréal, Quebec

    Digital Technology and Media
    Reference : 128849
    Posted 18 day(s) ago | Still Open
    Permanent Full time As soon as possible


    At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

    Because we believe connections unite us, possibilities fuels us, and moments define us.

    As a Senior Technical Support Specialist, you will provide technical support to our Enterprise customers (help desk to help desk) over the phone or through email. You will act as a single point of contact Enterprise Customers, manage customer relations and SLA commitments, and act as an advocate on behalf of the customer for all of their technology issues.

    By collecting, updating, and maintaining customer trouble ticket and resolution information, you will resolve technical issues through the process of troubleshooting, fact-finding, researching, testing and, where appropriate, escalation. The goal of this position is to enhance your technical knowledge, troubleshooting, and communication skills to a point where you can apply them in the development of world-class customer solutions.


    Technical Issue Management:
    - Provide advanced technical troubleshooting and / or answer customer inquiries regarding repair, replacement, technical problem resolution and connectivity for server solutions, wireless data, wireless voice, paging and associated desktop software and broadband data
    - Provide technical support including server support, equipment functionality, equipment configuration, application support, software downloads, and network connectivity.
    - Interface with internal and external partners (Network Operations, CIP, Roaming NOC , Google, BlackBerry and Microsoft )
    - Provide root cause analysis for outages / incident reports and a summary of resolution actions
    - Ensure service level agreements and service level performance indicators are met
    - Take initiative to identify opportunities / problems and ensure appropriate action is taken

    Customer Interaction:
    - Establish a strong partnership with our enterprise customers and act as the customer’s advocate during outages ensuring a high degree of customer satisfaction through a strong communication process
    - Provide our enterprise customers with network outage and maintenance notifications
    - Track and act as a medium for escalations between our vendors and the customer
    - Prepare and present service reports to customers
    - Educate customers on new releases and/or possible updates on their products

    - Ensure that all customer interactions are thoroughly documented within the ticketing system and track all associated master tickets or escalations to the vendor and/or network group
    - Track escalated issues and provide on-going progress reports to management and customers
    - Create and maintain all external and internal process documentation within the ESA organization


    - All BlackBerry Handhelds, Cellular Phones, PDA’s, Air Cards, and other data devices
    - BlackBerry Enterprise Servers with a variety of email solutions
    - Microsoft Office 365
    - Google G-Suite
    - BlackBerry Desktop Manager, BlackBerry Lync, Public and Custom APN solutions.
    - Technology skills and thorough understanding of Network and its support systems such as SSR,HLR, GGSN, SGSN, MSC, RNC, MME, STP, etc.


    - Bilingualism (English/French)
    - Post-Secondary education in a related technology or telecommunications field
    - Working knowledge of the following: Mobile telephone switching, digital transmission systems, GSM / GPRS / EDGE / UMTS / HSPA+ / LTE / VoLTE / VoWiFi
    - MCSE or MCSA 2012 with Exchange or the ability to demonstrate advanced trouble shooting techniques required
    - Knowledge of the Microsoft Office, Google G-Suite,
    - Knowledge of ITIL best practices
    - Demonstrated application of a sound troubleshooting strategy, particularly under conditions of critical severity with our large Enterprise customers
    - Proven ability to successfully collaborate with a group of systems and business professionals in a service-group capacity
    - Previous experience within a telecom technical helpdesk environment is an asset
    - Demonstrated communication with technical and management staff, both verbal and written
    - Team player coupled with the ability to work independently
    - Ability to work in a fasted paced dynamic environment with changing priorities
    - Able to manage and apply self-directed learning, excellent Keyboarding skills, ability to multi-task
    - A passion for working with new technology and continuous learning
    - Demonstrated customer service orientation
    - Ability to work on-call and rotating shifts – 24/7

    Schedule: Full timeShift: RotatingLength of Contract: Not Applicable (Regular Position)Work Location: 80
    ... See more
    0, Gauchetiere O, Bureau 4000-Rogers(189), Montreal, QC Travel Requirements: Up to 10%Posting Category/Function: Technology & EngineeringRequisition ID: 128849 Together, we'll make more possible, and these six shared values guide and define our work:
    1. Our people are at the heart of our success
    2. Our customers come first. They inspire everything we do
    3. We do what’s right, each and every day
    4. We believe in the power of new ideas
    5. We work as one team, with one vision
    6. We give back to our communities and protect our environment

    What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.


    At Rogers, we’re for helping you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We deliver today what our customers want tomorrow, and...

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