Technician, Customer and Network Support

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

POSITION SUMMARY: In accordance with established procedures, policies, standards, and available tools, the incumbent is responsible for providing installation and service to all Cogeco subscribers within a designated area. The incumbent is expected to deliver and install Cogeco’s products and services in a timely and professional manner. This consists of, but is not limited to, installation calls including connections, adds, moves, changes, and deletions of services, and minor service-related work. The incumbent will also be responsible for supporting network-related activities, including reactive maintenance, outages, and special projects. This role requires work all performed in a manner that ensures the highest level of customer service, both in the home and network.

Customer Facing / Residential Responsibilities:

• Performs repairs & installations, connections, service additions, and disconnections of all Cogeco services as they relate to Residential installations and service.
• Responds to and resolves customer-reported service problems involving all Cogeco services provided to our customers in a safe and controlled manner.
• Is responsible for the daily coordination of work with our internal business partners to ensure customers’ expectations are being met.
• Educates customers on the use of all Cogeco products and services.
• Works with other technical staff as required to ensure the correction of customer problems in an effective and timely manner.
• Operates and understands the use of test equipment related to the maintenance of 2-way coaxial and fibre systems, including network analyzers, signal level meters, and leakage monitors.
• Ensures the vehicle, test equipment, and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to the appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge.
• Performs other duties/tasks as assigned.

As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Network Responsibilities:

• Assist NFT in installing, maintaining, and repairing active, passive, and optical network equipment and devices in the network as capacity permits.
• Participate in special network-related projects as required (mid-splits, upgrades).
• Responds to network outages and completes required repairs in an effective and timely manner, when required.
• Participate in the Network Technician evening and weekend on-call rotation.

ESSENTIAL QUALIFICATIONS

• College diploma in Electronics, preferably to the Technician or Technologist level or equivalent with formal CATV, Telecommunications, or related technical training. NCTI or SCTE training is an asset.
• Minimum 2 years of experience in telecommunications.
• Minimum of 2 years relevant commercial installation experience.

SPECIFIC COMPETENCIES:

• General understanding of broadband, cable telecommunications, or Internet industries and technology preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team-oriented and have demonstrated ability to communicate clearly, verbally, and in writing.
• Detail-oriented and possess sound organizational, problem-solving, analytical, and reporting skills.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have a good working knowledge of the Internet and Google Suite.
• Self-motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.

PHYSICAL DEMANDS AND VISUAL ACUITY:

• Network Standby/On-Call rotation required.
• Ability to lift up to 70 lbs.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance, and peripheral vision).

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging. By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com.