| Featured Local Jobs in Yellowknife | Manager, Network Support Services IP/WA
Choose the North!
A career with NorthwesTel is an opportunity to join a customer-focused team that relies on the newest technology.
Why work at NorthwesTel? A career with NorthwesTel is an opportunity to join a customer-focused team that relies on the newest technology, innovative processes and ongoing training to maintain our position as the preferred supplier of telecommunications solutions to Northerners. We offer an attractive compensation package including a competitive salary, pension and share purchase plan, comprehensive group benefit plan, vacation travel allowance and a generous bonus plan.
Manager, Network Support Services IP/WA
Yellowknife, NT
The Manager Network Support Services IP/WAN, reporting to the Associate Director, OSC, is accountable for managing the remote operations and central support of Northwestels IP and WAN systems. This includes ensuring that network utilization and availability are maximized and the network operates at established performance and service levels. Responsibilities include:
§ Change Management
§ Provisioning (Advanced Services)
§ Assurance (Level 3 Remote Support)
§ New Service Introduction
§ Process Improvement
§ Staff Development
§ Customer Relations and SLA Management
This position also selects, leads, coaches, directs and manages 15 Network Service Support (NSS) Technicians and two NSS Administration positions.
SPECIFIC ACCOUNTABILITIES
1. This position is responsible for the selection, leadership, coaching, direction and performance management of 15 NSS Technicians and two NSS Administration positions. This includes performance evaluation, attendance management, discipline, coordinate and balance work loads by effective work allocation, prioritizing work and implementing staff development and training plans.
2. Administration of an operating budget of approximately one million dollars.
3. When network system repairs are required, this position ensures that the NSS area functions efficiently as the first point of support for field technicians requiring expertise in IP and WAN systems. When NSS technicians are unable to resolve issues, they are escalated to the vendor for advice and support and sometimes this position may need to expedite the process.
4. Contract enforcement; ensure SLA service parameters align with contractual agreements (i.e. Availability, Performance, etc.) Handle customer ticket escalations | Tester/Analyzer (3)
Choose the North!
A career with NorthwesTel is an opportunity to join a customer-focused team that relies on the newest technology.
Why work at NorthwesTel? A career with NorthwesTel is an opportunity to join a customer-focused team that relies on the newest technology, innovative processes and ongoing training to maintain our position as the preferred supplier of telecommunications solutions to Northerners. We offer an attractive compensation package including a competitive salary, pension and share purchase plan, comprehensive group benefit plan, vacation travel allowance and a generous bonus plan.
Tester/Analyzer (3)
Yellowknife, NT
Duties:
1. Provide customer service excellence respond to customer concerns/issues and represent customers voice within Northwestel.
2. Troubleshoot user-reported software/hardware troubles and initiate corrective action by walking user through solution or remote control of users desktop computer.
3. Performs tests on various facilities and electronically routes trouble report to appropriate workforce for action.
4. Performs various audits and analysis concerning trouble reports, identifying potential common source patterns.
5. Maintain accurate records of all pertinent Customer record information.
6. Knowledge (programming / testing) of company switches Redcoms, DMS10, DMS100/200, and GTD-5.
7. Shift work is required
8. Is required to Perform Dispatch and Assignment duties during off-hours
9. Performs test on Northwestel and Customer data network equipment, including network operating systems, networking hardware & software and associated hardware/software components
10. Analyzes reported user and system hardware/software troubles and initiates the appropriate corrective action
11. Tests/analyzes all Broadband, Satellite, and Dial-up troubles and provide technical support to both internal and external customers
12. Maintain and document system procedures and processes
13. Provide follow-up client contact to ensure satisfactory resolution of service requests and to solicit input concerning need for support services.
Qualifications:
¨ Journeyman Technician in toll or switching craft; or four years experience in data communications within the last eight years; or graduate of, at minimum, a two year communications, electronics or related program at a recognized technical institute
¨ Excellent working knowledge of:
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