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Career Opportunity

Junior Technical Support Specialist

Application Due Date: 2022-11-30 17:00

Lakeland Networks is looking for a self-motivated, energetic, and responsible individual to assist with technical duties and projects related to our fibre optic and fixed wireless Internet network. Reporting to the Manager of Technical Support, the individual will work in our customer service center, supporting Internet, Voice and Television for business and residential customers. The successful incumbent will provide Tier 2 technical assistance via phone, chat, email or in-person support and work on a team to ensure our customer’s issues are resolved. This role will start as Monday-Friday, 7:30 am – 4:00 pm, for a period of training and will transition to shift work, working evenings and weekends. 

Responsibilities: 

  • Provide technical support to residential and business ISP customers. 
  • Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote troubleshooting. 
  • Provision and decommission of customer equipment. 
  • Refurbishing equipment. 
  • Process copyright infringement notices. 
  • Follow standard helpdesk procedures. 
  • Work with Network Operations, Installation and Build teams for escalated issues. 
  • Quickly shift priorities and adapt to changes to meet organizational and department requirements. 
  • Participate in a paid on-call rotation for after-hours support with other team members. 
  • Triages trouble tickets and work orders as needed. 
  • Other duties as assigned. 

Requirements: 

  • Degree/Diploma in Computer Science/Networking or equivalent work experience 
  • New graduates are welcome to apply. Priority will be given to candidates with previous experience working at an Internet Service Provider. 
  • Must be available 24/7 for all shifts. 
  • Excellent verbal and written English language skills are required to communicate directly with clients and team members. 
  • The candidate must have excellent customer service skills and be able to discuss technical problems and solutions at both a highly technical level as well as to nontechnical customers. 
  • Demonstrated knowledge of incident management in a break/fix environment. 
  • Practical troubleshooting and break/fix experience in Ethernet, Fibre (single mode), OTDR, Power Meter and Light Source use are nice skills to have. 
  • Excellent communication, documentation and organizational skills are required. 
  • Competency to read, analyze, and interpret detailed technical manuals, diagrams, and engineering documents. 

Working Conditions: 

This position requires rotating shift work and on-call work. 

Physical Demands: 

This position will spend long hours sitting using office equipment, including computers, which can cause muscle strain. The incumbent will also have to do some lifting of supplies and materials from time to time. 

Interested candidates should submit their cover letter and resumes via email at hr@lakelandholding.com by November 30th, 2022, at 5:00 pm. 

Lakeland Holding Ltd. is an equal opportunity employer, and we value the importance of diversity, dignity and worth of every individual in the workplace. Lakeland offers accommodation for applicants with disabilities in its recruitment processes. If Lakeland contacts you regarding a job opportunity, please advise prior to the interview if you require accommodation. We thank all applicants, but only those selected for an interview will be contacted