Technical Specialist

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

The Technical Specialist, Rogers Business Managed Service is responsible for the day-to-day monitoring, support, troubleshooting, and administration of Cisco Meraki and Fortinet managed networking solutions for Rogers Business customers. The role helps maintain service availability, supports timely incident restoration, and delivers a consistent customer experience across managed Wi-Fi, firewalls, switching, SD-WAN, network security, and proactive monitoring services. 

The specialist works closely with customers, internal technical teams, service delivery partners, Cisco Meraki Support, and Fortinet Support to investigate incidents, complete approved service changes, maintain technical records, and identify opportunities to improve service performance. 

Key Responsibilities 

Incident Management & Technical Support 

Provide frontline technical support for Cisco Meraki and Fortinet solutions within Rogers Business Managed Service customer environments. 

Troubleshoot connectivity, routing, switching, wireless, firewall, VPN, SD-WAN, and security-related incidents. 

Manage incidents from initial diagnosis through service restoration and resolution while maintaining clear ownership and communication. 

Escalate complex or high-impact issues appropriately and coordinate with Cisco Meraki Support, Fortinet Support, and internal technical teams. 

Document troubleshooting activities, customer communications, actions taken, and resolution details in the approved ticketing platform. 

Participate in major incident and service restoration activities when required. 

Monitoring & Service Assurance 

Monitor customer environments using the Cisco Meraki Dashboard, FortiManager, FortiAnalyzer, eView, and approved internal monitoring tools, as applicable to the supported service. 

Respond to alarms, alerts, security events, and service-impacting conditions in accordance with established operating procedures. 

Identify recurring issues, emerging trends, and potential service risks, and recommend corrective actions. 

Perform assigned customer health checks, alarm validation, configuration reviews, and proactive service improvement activities. 

Support approved firmware and security updates, patching, maintenance activities, equipment refreshes, and other operational initiatives across Meraki and Fortinet environments. 

Configuration & Customer Requests 

Complete approved moves, adds, changes, and deletions within the defined Rogers Business Managed Service scope. 

Complete approved configuration changes for wireless SSIDs, firewall policies, VPN settings, SD-WAN, network policies, user access, guest Wi-Fi, web filtering, application control, and intrusion prevention services. 

Support Day 2 operational onboarding, implementation handoff, and service-transition activities. 

Maintain accurate customer network diagrams, configuration records, support notes, and internal documentation. 

Ensure changes are completed accurately, validated, and documented in accordance with change-management requirements. 

Operational Excellence 

Contribute to knowledge articles, troubleshooting guides, standard operating procedures, and team training materials. 

Identify opportunities to improve workflows, monitoring, ticket quality, automation, and the customer support experience. 

Collaborate with peers and senior technical resources to improve team capability and operational consistency. 

Participate in new-product readiness, pilot activities, and continuous-improvement initiatives. 

Maintain current technical knowledge through training, certification, and hands-on learning. 

Qualifications 

Required Qualifications 

College diploma or university degree in networking, information technology, telecommunications, or a related discipline, or equivalent practical experience. 

Experience supporting network or telecommunications services in an enterprise, managed services, or service provider environment. 

Working knowledge of TCP/IP, DNS, DHCP, routing, switching, wireless networking, VPN technologies, SD-WAN, firewalls, and network security fundamentals. 

Strong analytical, troubleshooting, and problem-solving skills. 

Ability to manage multiple priorities in a fast-paced customer support environment. 

Clear written and verbal communication skills, with the ability to explain technical issues to technical and non-technical audiences. 

Ability to work independently in a work-from-home environment and collaboratively while maintaining ownership of assigned incidents and customer requests. 

Preferred Qualifications 

Experience supporting Cisco Meraki MX security appliances, MS switches, MR wireless access points, cameras, FortiGate firewalls, FortiSwitch, FortiAP, FortiManager, FortiAnalyzer, or related managed networking and security technologies. 

Cisco CCNA, Cisco Meraki Solutions Specialist, ECMS, Fortinet Certified Professional, or equivalent certification or experience. 

Familiarity with ServiceNow, Salesforce, or comparable incident and customer-management platforms. 

Experience supporting multi-site enterprise customers, SD-WAN, managed Wi-Fi, managed firewall, or network security services. 

Working knowledge of ITIL incident, problem, change, and knowledge-management practices. 

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 - 210 Cochrane DR(7735), Markham, ON
Travel Requirements: Up to 10%
Background Check(s) Required:
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 343759

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Rogers Business