Network Support Engineer

Overview

Adaptiv Networks is an innovative software technology vendor with a market-leading SD-WAN patent portfolio. We operate our own network of cloud-managed SD-WAN gateways and offer simple Network-as-a-Service licenses powered by our cloud network and supported by our network operations team. We accelerate SD-WAN adoption for business customers by packaging components into affordable site licenses that deliver powerful technology and enable digital transformation with reliable, agile cloud connectivity.

We are a growing, high-energy company in a dynamic market. This role is based in the Montreal office, with in-person presence required a minimum of 3 days per week, and requires bilingual English and French communication skills.

Are you the person we’re looking for? We are seeking a dynamic, motivated Network Support Engineer to join our Service Delivery Team. You will support scalable, maintainable, highly available network architectures, troubleshoot for a wide range of internal and external customers, and perform customer configurations in a 24x7 environment. As a smaller organization, collaboration and open communication are essential.

Responsibilities

• Provide support to customers and partners via our ticketing system, emails, and phone calls
• Perform duties related to other Service Delivery areas (device preparation, shipping, and installation support)
• Configure and install various network devices and services (e.g., edge devices, VPN, QoS)
• Monitor performance and ensure system availability and reliability
• Coordinate with internal departments and escalate when cases take longer to resolve
• Notify management when cases may escalate or cause customer dissatisfaction
• Provide regular updates to customers according to case priority guidelines
• Document all troubleshooting and case management actions
• Provide advanced technical support, guidance, and mentoring to staff
• Participate in Change Management activities and adhere to departmental processes

Requirements

Education and Experience

• College degree in computer science or related field, or equivalent years of experience
• Experience in the telecommunications / network industry
• Experience supporting or testing network services and networking protocols
• Hands-on experience with monitoring, diagnostic, and network analytics tools
• Hands-on technical experience with LAN / WAN operations, Linux operating systems, and networking hardware

Knowledge and Skills

• Knowledge of fundamental networking protocols (TCP, STP, ARP, Ethernet, OSPF, etc.)
• Knowledge of advanced protocol / trace analysis and performance analysis
• Ability to multi-task and adapt to changing priorities
• Collaborative and independent work style with minimal supervision
• Ability to understand customers’ use cases and perspectives
• Self-motivated, goal-oriented, and meticulous
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills in English and French

Assets

• 3 years of experience in the telecommunications / network industry
• Networking certifications
• Spanish language skills

Other Requirements

• Located within a reasonable commuting distance from the Montreal office
• Right to work in Canada independently of any employer
• Available to work varying shifts and rotating on-call schedule (nights and weekends)

Benefits

Adaptiv Networks is committed to a collegial work environment that respects diversity. We offer competitive salaries and benefits, flexible hours, and stock options.

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