Junior Network Specialist (Incident Management and Reporting)

TELUS Communications - Calgary, AB (5 months ago)

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Join our team

TELUS Event Management (TEM) is a 24x365 team of management professionals responsible for ensuring the availability and reliability of the TELUS broadband network, both nationally and internationally. TEM, in coordination with the TELUS Assurance teams, expedites the resolution of major wireless and wireline network outages to ensure the continuous delivery of TELUS services to our customers.

Here's the impact you'll make and what we'll accomplish together
Provide technical and process support to internal departments:
Provide a single escalation point for all TELUS major broadband network incidents
Manage incidents on the TELUS broadband network and proactively engage support teams as appropriate
Access all available information sources to determine the incident scope and customer experience
Organize and prioritize incident details and effectively communicate, both verbally and written, event status to all levels of internal TELUS customers
Adhere to the TEM best practices and training curriculum and successfully complete all requirements
ITIL service assurance methodologies
Telecommunications broadband technologies-wireline and wireless
IP related technologies and projects
Change management processes
Incident management processes
Collaboration tools and trouble ticketing systems (OneNote, LYNX, Remedy, Visio, MOC, MS Office etc.)
Surveillance tools: Preside, Route Explorer, TNM, Tomahawk
Qualifications

You are the missing piece of the puzzle

Minimum of 2 years of experience with incident prioritization, communication, trouble ticket management and resolution
ITIL Foundations v3
Demonstrated willingness to further professional growth and education
Solid troubleshooting skills
Excellent written and verbal communication
Ability to engage team members at all levels to expedite incident resolution
Ability to remain calm under pressure to gather, consolidate and communicate details of major network incidents to internal TELUS customers
Post secondary degree