Location:
Montréal, QC, CA, H3B 1S6 Edmonton, AB, CA Vancouver, BC, CA Calgary, AB, CA Québec, QC, CA Ottawa, ON, CA Toronto, ON, CA
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Req ID: 55789
Jobs by Category: Operations
Job Function: Technology
Status: Full Time
Schedule: Regular
Description
Our team and what we will accomplish together
Our SD-WAN and Managed LAN team supports complex enterprise environments where fast thinking, strong technical expertise and clear communication make a real difference. You will join a collaborative team that values curiosity, knowledge sharing and technical ownership. Together, we restore services, solve challenging network issues and improve the long-term reliability of the solutions our customers depend on every day. This is an opportunity to deepen your networking expertise, take on meaningful challenges and build trusted relationships while being part of a team that succeeds by learning and solving problems together.
What you will do
Investigate and resolve complex incidents affecting customer SD-WAN, WAN and managed LAN services to restore connectivity and minimize business disruption
Analyze network performance, alarms, logs and traffic patterns to identify issues involving latency, packet loss, jitter, bandwidth utilization, application performance and tunnel stability
Troubleshoot SD-WAN edge devices, overlays, carrier underlays, routing, segmentation, IPsec tunnels, QoS, high availability and application-aware path selection
Partner with customers, Tier 3 specialists, engineering teams, telecommunications carriers, field technicians and technology vendors to coordinate investigations and deliver timely resolutions
Lead customer communications during incidents and planned changes by providing clear updates, explaining technical findings and setting realistic expectations
Plan and implement network changes involving SD-WAN policies, routing, software upgrades, circuit migrations, device replacements and site activations while managing risk and validating service after completion
Identify recurring incidents, chronic network conditions and emerging trends, then contribute to root-cause analysis and recommend improvements that increase service reliability
Support SD-WAN deployments, migrations and service transitions by contributing operational expertise, testing solutions and identifying support requirements before services enter production
Develop and maintain network diagrams, troubleshooting procedures, knowledge articles and technical documentation that improve consistency and strengthen the capabilities of the broader support team
Share technical knowledge through coaching, collaboration and knowledge-transfer sessions that help peers resolve incidents more efficiently
Qualifications
What you bring
A university degree, college diploma or equivalent practical experience in networking, telecommunications, information technology, computer science, engineering or a related field
Three or more years of relevant experience supporting enterprise networks, telecommunications services or managed network environments
Solid knowledge of IP networking concepts, including TCP/IP, the OSI model, subnetting, VLANs, routing, DHCP, DNS, NAT and network segmentation
Hands-on experience troubleshooting WAN, LAN, Internet or SD-WAN connectivity and performance issues
Working knowledge of routing protocols and technologies such as BGP, OSPF, static routing, MPLS, broadband and dedicated Internet access
A structured troubleshooting approach and the ability to interpret network alarms, logs, telemetry, packet captures and performance data
Experience supporting customers during technical incidents, service disruptions or planned network changes
Strong verbal and written communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences
Sound judgement, ownership and organizational skills, with the ability to manage multiple priorities in a fast-paced operational environment
Experience collaborating with customers, internal technical teams, carriers or vendors to coordinate the resolution of complex issues
Great-to-haves
Experience supporting an enterprise SD-WAN platform such as Cisco Catalyst SD-WAN, Cisco Meraki, Fortinet Secure SD-WAN, VMware VeloCloud or a comparable technology
A relevant networking or service-management certification, such as Cisco CCNA, Fortinet, Juniper, vendor-specific SD-WAN certification or ITIL Foundation
Experience with major-incident management, root-cause analysis, problem management or managed LAN technologies
Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Salary Range: $70,000-$120,000
Performance Bonus or Sales Incentive Plan: 12%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …
Job Type: This is for a current vacancy
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
