Technical Support Representative, Tier 1

**About Beanfield** We don’t just build networks, we build communities. From our roots in Liberty Village to our growing footprint across Toronto, Montreal, and Vancouver, Beanfield has spent 35+ years connecting people through a robust, independently owned fibre-optic network. With 500+ employees and an entrepreneurial mindset, we move fast, think creatively, and stay connected to the people who make Beanfield what it is. If you thrive in a collaborative, high-impact environment where your work matters, you will feel right at home. Our headquarters is located in **Toronto’s super-hip Liberty Village**, surrounded by great coffee, food, energy, and creativity—making it a great place to collaborate in person. **Our Values** *We Are Challengers* We lead the way. We disrupt the industry by thinking differently, moving quickly, and taking ownership. We operate with a startup mentality and believe in building and investing in our own infrastructure, and our people. *We Are United* We operate as one team. Collaboration is core to how we work, and every idea matters. We believe strong partnerships and shared ownership lead to better outcomes. *We Care* We care deeply about our employees, partners, customers, and communities. We build trust through open communication, thoughtful decisions, and a relentless focus on our brand and customer experience. **The Role** Are you passionate about technology and love solving problems? As a Tier 1 Technical Support Representative, you’ll be the first line of defence in delivering top-tier technical assistance to our residential customers. Reporting directly to the Tier 1 Technical Support Manager, you’ll play a crucial role in troubleshooting, provisioning, and ensuring seamless customer experiences. If you thrive in a fast-paced environment, enjoy working with cutting-edge networking technologies, and love helping people, this role is for you! **What You’ll Do** * Provision, hand-off, and support Beanfield residential services such as home phone, IPTV, Internet * Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, GPON * Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote and/or on-site support. * Identify trends and usage patterns for the purpose of identifying network events that may require escalation. * Follow standard helpdesk procedures. * Assist Customer Experience Analysts, Installers, and other departments as needed. * Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business. * Must be available 24/7 for all shifts. * Any future front-line issues that might be created because of new products/services as well as any other duties as assigned by your manager. **What You Bring** * 1-2 years of work experience in Telecom tech support roles. * Knowledge on routed protocols such as TCP/IP version 4 as well as an understanding of CIDR addr