Location: Montreal

Date required: February 2008

Reports to: Gregory Bouchet

• Post secondary education (IT/Science/Engineering preferred)
  
  
• Excellent bi-lingual (French, English) communication capabilities including interpersonal, oral, written, telephone, online (HTML), and presentation skills
  
  
• At least 3 years of experience related to Internet technologies
  
  
• Customer service experience in a call centre environment required
  
  
• Must be available for on-call support at any hour
  
  
• Advanced Internet user with excellent understanding of IP networking (CCNA or equivalent skills)
  
  
• Must be intimately familiar with established MCI Canada CTAC support processes
  
  
• Minimum junior system administration level knowledge of UNIX (BSD/Solaris) and X Windows
  
  
• Organized and detail oriented with sound time-management skills
  
  
• Ability to multi-task is critical
  
  

• Handle tier-II escalation support for customer trouble and change requests from tier-I agents, sales teams, management, and other parties, on site during business hours and off site on an on call basis
  
  
• Answer technical and process questions from tier-I support agents
  
  
• Deal with a variety of product technologies including DSL, ISDN, T1, T3, OC3/12, Ethernet, network security (VPN/firewall), and voice over IP, as well as email, DNS, RADIUS, web hosting, and other server applications in a support/helpdesk setting
  
  
• Monitor open trouble and change tickets to ensure timely resolution; also monitor network control systems for proactive incident response
  
  
• Act as a technical lead on major network incidents
  
  
• Be available to learn new technologies to become a technical subject matter expert for new product releases
  
  
• Handle escalation support requests and coordinate scheduled maintenance activities with vendors, suppliers, and operations/engineering teams
  
  

Please respond directly to Gregory Bouchet (gregory.bouchet@ca.mci.com) in writing to the posting by Friday, February 1, 2008, addressing where your experience meets the requirements as posted and how this experience will help you in completing the objectives as stated.

Candidates will be required to write a test to assess Internet network technology skills.