Service Specialist

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs?  If yes, consider the following opportunity:

Rogers is seeking a Service Specialist.  You will be responsible for the administration and maintenance of Video On Demand ecosystem, network support systems, and wireless service verification.  

The Operations Core Video organization is responsible for operation and administration of the core video on demand systems and servers required to deliver VOD related services to residential customers. We pro-actively interact with a variety of platforms for the purpose of Fault, Configuration, Accounting and Performance Management.  We operate and manage systems supporting network functions (i.e. NTP) as well as support in the execution of wireless (3G, LTE, VoLTE, VoWifi, 5G) service verification.  

What you will be doing….

• You will support the following:  Red hat/CentOS Linux, Evertz IPX, various HP servers and appliances and VMWare.
• Manage the day-today operations of production equipment.
• Develop and perform routine maintenance activities.
• Detailed review of the engineering architecture and design to gain full understanding of the technology / product.
• Research and recommend NSS/OSS tool requirements to support the new platforms.
• Transform architectural concepts and engineering designs into practical and tangible day-to-day operational guidelines, procedures and practices.
• Identify, research and implement fixes for chronic failure mechanisms affecting the Rogers Video services.
• Coordinate and execute service verification test plans of various wireless networks.
• Develop and automate service verification test plans.
• Collaborate with other specialists in the development of the technical steps in the MOP (Method Of Procedure) required to effectively implement complicated high risk changes to production service platforms.
• Act as Tier 4 technical escalation within Network Operations to address service impacting outages arising from technically challenging problems.
• Technical resource within the team working with Senior Specialist to escalate and interact with for support.
• Interact with the vendors on chronic failure mechanisms with an aim to derive underlying root causes. Manage implementation of fixes and recommendations.
• Liaise with Engineering for ongoing projects and roadmap planning.
• Adhere to all policy and legal requirements under Health and Safety legislation.

 What you have….

• Experience within telecommunications environment is a definite asset.
• 2-5 years of experience working with wireless systems.
• 2-5 years of experience in Linux systems administration .
• Competency in multiple scripting languages (incl. but not limited to PowerShell, Python, C++, etc.).
• Competency with databases, big data and data analytics.
• Knowledge of network and Internet Protocols (i.e.: DNS, RADIUS, SMTP, POP3, IMAP, HTTP, HTTPS, NNTP, NTP, NFS, SNMP, LDAP, BGP, OSPF etc.), analysis, deep packet inspections.
• Must possess strong knowledge of;
  • Linux administration
  • IP routing/switching Protocols, IGMP, OSPF, Multicast and troubleshooting
  • Virtualization (VMware) 
• Ability to identify root causes on integration and inter-operability issues that affect the stability and performance of the video services in the production environment. Ability to take intelligent risk.
• Ability to seek and translate available data from support systems into critical information and opportunities.
• Strong ability to manage conflicting priorities.
• Demonstrated ability to work effectively in a team environment, in an organized, methodical and pleasant manner.
• Ability to express a passion for the organization’s customers, stakeholders and peers.
• Well-versed in the latest technology offering, capabilities and trends.
• Effective oral and written communication skills.
• Must have a valid driver’s license in the province of Ontario. #LI-NK1

Schedule: Full time