Senior Network Support Specialist

About the role:

As a Senior Network Support Specialist, you will serve as a technical expert responsible for diagnosing and resolving complex Level 2 and 3 network, connectivity, and voice issues across diverse customer environments. This role involves hands-on troubleshooting of LAN, WAN, wireless, VoIP, and last‑mile carrier services, working directly with customers, telecom carriers, and internal teams to drive issues through to resolution. You will leverage strong networking fundamentals, packet analysis, and Cisco expertise to identify root causes, lead live troubleshooting calls, and ensure reliable, high‑quality network and voice services. This position is ideal for a customer-focused networking professional who thrives in complex, fast‑paced technical environments and takes ownership from investigation through resolution.

Ways you contribute

• Investigate, diagnose, and resolve Level 2 & 3 network and connectivity issues across customer environments.
• Troubleshoot complex last-mile carrier problems involving fiber, DSL, Ethernet, and WAN connectivity.
• Work directly with telecom carriers and service providers to isolate and resolve access, routing, and circuit issues.
• Analyze and troubleshoot routing, switching, subnetting, VLANs, NAT, DHCP, PPPoE, and overall TCP/IP networking problems.
• Configure, support, and troubleshoot Cisco routers and switches, including Cisco C1111, C1117, Cisco 867, and Cisco SG Series switches.
• Provide advanced support for LAN, WAN, wireless, and VoIP network environments.
• Investigate PBX-related issues, including peering, extension moves, call flow adjustments, and customer-specific customization.
• Process return authorization requests for PBX phones and accessories when hardware is confirmed defective.
• Perform packet-level analysis using tools such as Wireshark and TCPDump to identify root causes and validate fixes.
• Review and interpret customer network layouts to determine the most effective troubleshooting approach for voice and data services.
• Document findings, actions taken, and resolution steps thoroughly within ticketing systems.
• Escalate issues that cannot be resolved internally while ensuring accurate technical handoff and continuity.
• Follow up with customers, partners, and carriers to confirm issue resolution and overall satisfaction.
• Collaborate with internal teams to resolve complex technical issues in a timely and professional manner.
• Participate in flexible scheduling, including on-call support, based on operational requirements.
• Provide switching, routing, and general network engineering support as business needs evolve.
• Provide direct customer support while working closely with carriers over the phone to diagnose, troubleshoot, and resolve last-mile and network connectivity issues.
• Work directly with customers and telecom carriers by phone to investigate fiber, DSL, and routing issues, coordinate troubleshooting, and drive incidents through to resolution.
• Act as the technical point of contact for customers and carriers, leading live troubleshooting calls to resolve connectivity, voice, and network performance issues.

What makes you awesome

• Strong understanding of networking fundamentals, including routing, switching, VLANs, subnetting, and IP addressing.
• Proven ability to troubleshoot and resolve complex technical issues in customer and carrier-managed environments.
• Strong knowledge of fiber, DSL, Ethernet, TCP/IP, PPPoE, DHCP, SIP, RTP, PBX, LAN/WAN, and wireless technologies.
• Hands-on experience diagnosing voice quality and connectivity issues in VoIP environments.
• Strong analytical and critical-thinking skills, with the ability to assess unique customer network topologies and identify root cause quickly.
• Ability to interpret packet captures and use network diagnostic tools effectively.
• Excellent written and verbal communication skills with the ability to explain technical issues clearly to customers, partners, and carriers.
• Strong customer service mindset with a focus on ownership, follow-through, and resolution.
• Ability to adapt quickly to changing technologies, products, and support processes.
• Comfortable working independently and as part of a collaborative technical team.

Assets

• 4+ years of experience in a technical support, network support, or customer-facing networking role.
• Working knowledge of Cisco IOS, Linux, T1, and DOCSIS technologies.
• Experience with Polycom and Grandstream phones.
• College diploma or university degree in Computer Science, Engineering, Telecommunications, or a related field.
• Bilingualism in French and English is considered an asset.