Technical Specialist

The Technical Specialist, Rogers Business Managed Service is responsible for the day-to-day monitoring, support, troubleshooting, and administration of Cisco Meraki and Fortinet managed networking solutions for Rogers Business customers. The role helps maintain service availability, supports timely incident restoration, and delivers a consistent customer experience across managed Wi-Fi, firewalls, switching, SD-WAN, network security, and proactive monitoring services. 

The specialist works closely with customers, internal technical teams, service delivery partners, Cisco Meraki Support, and Fortinet Support to investigate incidents, complete approved service changes, maintain technical records, and identify opportunities to improve service performance. 

Key Responsibilities 

Incident Management & Technical Support 

• Provide frontline technical support for Cisco Meraki and Fortinet solutions within Rogers Business Managed Service customer environments. 

• Troubleshoot connectivity, routing, switching, wireless, firewall, VPN, SD-WAN, and security-related incidents. 

• Manage incidents from initial diagnosis through service restoration and resolution while maintaining clear ownership and communication. 

• Escalate complex or high-impact issues appropriately and coordinate with Cisco Meraki Support, Fortinet Support, and internal technical teams. 

• Document troubleshooting activities, customer communications, actions taken, and resolution details in the approved ticketing platform. 

• Participate in major incident and service restoration activities when required. 

Monitoring & Service Assurance 

• Monitor customer environments using the Cisco Meraki Dashboard, FortiManager, FortiAnalyzer, eView, and approved internal monitoring tools, as applicable to the supported service. 

• Respond to alarms, alerts, security events, and service-impacting conditions in accordance with established operating procedures. 

• Identify recurring issues, emerging trends, and potential service risks, and recommend corrective actions. 

• Perform assigned customer health checks, alarm validation, configuration reviews, and proactive service improvement activities. 

• Support approved firmware and security updates, patching, maintenance activities, equipment refreshes, and other operational initiatives across Meraki and Fortinet environments. 

Configuration & Customer Requests 

• Complete approved moves, adds, changes, and deletions within the defined Rogers Business Managed Service scope. 

• Complete approved configuration changes for wireless SSIDs, firewall policies, VPN settings, SD-WAN, network policies, user access, guest Wi-Fi, web filtering, application control, and intrusion prevention services. 

• Support Day 2 operational onboarding, implementation handoff, and service-transition activities. 

• Maintain accurate customer network diagrams, configuration records, support notes, and internal documentation. 

• Ensure changes are completed accurately, validated, and documented in accordance with change-management requirements. 

Operational Excellence 

• Contribute to knowledge articles, troubleshooting guides, standard operating procedures, and team training materials. 

• Identify opportunities to improve workflows, monitoring, ticket quality, automation, and the customer support experience. 

• Collaborate with peers and senior technical resources to improve team capability and operational consistency. 

• Participate in new-product readiness, pilot activities, and continuous-improvement initiatives. 

• Maintain current technical knowledge through training, certification, and hands-on learning. 

Qualifications 

Required Qualifications 

• College diploma or university degree in networking, information technology, telecommunications, or a related discipline, or equivalent practical experience. 

• Experience supporting network or telecommunications services in an enterprise, managed services, or service provider environment. 

• Working knowledge of TCP/IP, DNS, DHCP, routing, switching, wireless networking, VPN technologies, SD-WAN, firewalls, and network security fundamentals. 

• Strong analytical, troubleshooting, and problem-solving skills. 

• Ability to manage multiple priorities in a fast-paced customer support environment. 

• Clear written and verbal communication skills, with the ability to explain technical issues to technical and non-technical audiences. 

• Ability to work independently in a work-from-home environment and collaboratively while maintaining ownership of assigned incidents and customer requests. 

Preferred Qualifications 

• Experience supporting Cisco Meraki MX security appliances, MS switches, MR wireless access points, cameras, FortiGate firewalls, FortiSwitch, FortiAP, FortiManager, FortiAnalyzer, or related managed networking and security technologies. 

• Cisco CCNA, Cisco Meraki Solutions Specialist, ECMS, Fortinet Certified Professional, or equivalent certification or experience. 

• Familiarity with ServiceNow, Salesforce, or comparable incident and customer-management platforms. 

• Experience supporting multi-site enterprise customers, SD-WAN, managed Wi-Fi, managed firewall, or network security services. 

• Working knowledge of ITIL incident, problem, change, and knowledge-management practices.