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 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

Reporting to the Commercial Technical Support Manager, the Tier 2 Voice Support Specialist will serve as the 1st level escalation contact point for the Tier 2 support team. Your responsibilities will also include handling escalated technical issues for customers primarily on our voice service along with the regular product line of connectivity services.

What You’ll Do

• Handle voice tickets as assigned by our system, Team leads or Managers
• Handle escalated tickets for voice customers. (VIP or more involved designs)
• Responding to customer emails and participating in troubleshooting calls as needed.
• Train and mentor TSR on high level VoIP information to improve first tier engagement.
• Support of DWDM, Dark Fibre, Private lines, Internet, Metro Wave, DDoS, Voice over IP
• Troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, Junos, GPON
• Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting.
• Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
• Direct customer escalations to the appropriate product teams
• Assist Tier 1 Technical Support Reps and other departments as needed on voice related issues
• Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
• The working schedule is in a 24/7 environment.
• Provide occasional off-hours support as required.
• Current work model is Hybrid 3 days in office 2 days remote.
• Additional duties as assigned to you by the manager.

What You Bring

• Bachelor’s degree in a related field or equivalent experience.
• Proven experience in customer support or technical support, preferably in the telecommunications or IT industry.
• Proven experience in VoIP, Internet, and related troubleshooting methodologies.
• Troubleshooting proficiency in the following product lines:
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
• Exceptional problem-solving skills and the ability to handle complex technical issues with patience and professionalism.
• Must be able to support the following portfolio line of products; Broadworks & Webex, Microsoft Teams Calling, Microsoft Teams Calling (SIP, Enhanced SIP , and Peer SIP Trunking, SMB / Base Building Voice Services / Residential Voice Services, Enterprise ISDN PRI, Trader link Ringdown / HOOTS, Trader link Turret, Akixi Call Reporting, Dubber Call Recording, Intermedia Cloud Contact Center, Legacy Platforms
• The concept of the OSI (Open Systems Interconnection) reference model for how applications communicate over a network, Routed protocols such as TCP/IP version 4 and version 6 as well as an understanding of CIDR address allocation, Layer 2 switching.
• Understanding of GPON is an asset.
• Conceptual understanding of hosted voice network service delivery
• IP allocation mechanisms such as DHCP, static assignments, and subnetting
• DNS/RDNS

What’s in it for you

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• Hybrid work model

At Beanfield, we’re proud to be an equal-opportunity employer.

We believe that diverse teams make stronger teams. No matter your background, experience, or life story, if you meet the requirements for this role, we want to hear from you. We are committed to creating an inclusive and accessible workplace where all qualified applicants are considered for employment, without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status.

Beanfield provides reasonable accommodations at all stages of the recruitment and selection process. If you need support during your application or interview, please reach out to us at recruitment@beanfield.com, we are happy to help.

Please note:

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. The salary range indicated includes a Short Term Incentive Plan (“STIP”) which represents a percentage of your Base Salary based on the achievement of individual and corporate objectives; The STIP payment is calculated based on a formula that takes into account several factors, including, without limitation, corporate and individual performance measures. The STIP payment is conditional upon meeting all of the STIP’s eligibility requirements.

Candidates must be legally eligible to work in Canada, as we are unable to sponsor employment visas. Also, all official communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in **@**beanfield.com. We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.