Infos - Careers | Cogeco Corporate

Customer focus, team spirit, communication and entrepreneurship make Cogeco a truly dynamic company with a track record of proactively meeting customers evolving communications needs.

KEY RESPONSIBILITIES

Answers customer phone inquiries for all systems. Offers customized solutions and options while responding to questions or problems that are raised by the customer.
Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to supervisor for approval.
Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider.

ESSENTIAL QUALIFICATIONS

Must be flexible to work shifts, including days evenings and weekends (rotating schedule)
High School diploma is required
1-3 years previous sales related experience
1-3 years experience in customer service environment, preferably in the call center industry
Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.
Detail oriented with the ability to analyze and resolve customer issues.

Please forward your resume to careers@cogeco.com quoting posting "SCR" in the subject line of the email

Cogeco Cable is committed to the principles of equal access to employment and therefore offers equal job opportunities to all.

Apply now by email: careers@cogeco.com

Analyst Programmer

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The Analyst Programmer’s role is to develop, test, analyze, and maintain new software applications in support of the achievement of business requirements. This includes analyzing, producing specifications, coding when necessary and testing software programs and applications. He will also design, document, and modify software specifications throughout the application life cycle.

KEY RESPONSIBILITIES

Work with the different functional areas within Cogeco to define and document requirements for software solutions.
Analyse, design, develop, test and maintain Cogeco Cable applications and interfaces.
Document developed applications so they can be maintained.
Implement new software tools to improve Cogeco's software development environment.
May need to work with consultants to deliver solutions.
May need to work with various vendors to develop new functionality in systems or to maintain existing systems.
Provide input to project plans and schedules for significant application systems development efforts.
Code, test and implement programs.
Complete programming assignments.
Design and document implementation plans for projects.
Perform problem resolution and support activities.
Coordinate system testing and programming assignments.
Research system problems
Plan, document and execute full unit, system, and integration test plans and scripts.
Document technical specifications.
Be available for on-call support.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
Incumbents must be constantly aware that the execution of their work supports the ultimate goal of providing excellent service to the Company’s current and potential customers, including internal customers.

ACADEMIC TRAINING

University Degree in computer Science or relevant discipline or combination of equivalent education and work experience required

WORK EXPERIENCE

5 - 8 years experience in Information Technology in all phases of the systems development lifecycle.
5 +years programming experience.
3+ years analytical experience

SPECIFIC COMPETENCIES

Development experience with PL/SQL.
Strong development skills - .Net and/or Java.
Strong oral and written communication skills.
Excellent interpersonal, and organizational skills.
Effective analytical skills

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Manager Network Planning Ontario

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

Responsible for all day to day Outside and Headend infrastructure planning activities in Ontario, and for maximizing both the effectiveness and efficiency of all staff and resources. Also responsible for co-ordinating all components related to planning and record maintenance, for ensuring that projects meet all relevant standards, and for ensuring completion within budgeted guidelines and timelines. Position also includes responsibility for budget preparation, work and project management, staff management, selection and development and multi-year planning.

KEY RESPONSIBILITIES

Sizing, timing, legal contracts and reporting on all planning related activities in Ontario.
Planning the long-term technology plan for all Cogeco Ontario’s Headend/Hubs and Outside Network infrastructure including working with Architecture team to develop and implement standards / guidelines.
Monitoring and approving planned routes / designs to ensure accuracy, adherence to standards, optimization, inclusion of all external components.
Responsible for engineering, design and planning of all network service locations including: locations, size, external and internal structure, redundancy, power, hvac, security, and fire suppression.
Validation of engineering, design and planning of the physical needs of all equipment put into services in these same facilities including; cabling, muxes, servers, transmission, routers, monitoring, other peripherals.
Handoff of network plans to operations including documentation, sparing and support strategy, training and maintenance process.
Reviews and submits for approval new products to be utilized in all Ontario systems.
Liaison with Projects Manager to set network infrastructure requirements for capital budget analyses, including historical data and current urban trends in order to prepare operations and capital concepts for submission.
The incumbent is at all times fully aware that the proper execution of his/her work supports the ultimate goal of providing excellent service to current and potential customers.
Assists with other departmental requests as required and performs other duties and/or special projects as assigned.
Prepares and submits yearly Capital Budget and fiscal budgets for the Ontario Network Planning Department.
Manages and maintains these budgets within Cogeco guidelines.
Prepares variance analysis, tracks and meets the annual OPEX and CAPEX budgets for network infrastructure planning department.
Reviews and approves Oracle Projects and Budgets within limits of authority for all capital projects in Ontario.
Responsible for daily management, monitoring of staff activities, functions and performance in Ontario. Schedules work to meet departmental objectives and verify completion of projects.
Provides direction and leadership, ensuring employee motivation and development.
Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma in Electronics or relevant discipline required.
University degree in relevant discipline an asset.
Professional Engineering in Good Standing would be an asset.

WORK EXPERIENCE

8+ years planning experience building and managing telecom network facilities and infrastructure.
8+ years in a leadership capacity managing multi-service projects

SPECIFIC COMPETENCIES

Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions.
Ability to read HFC, electrical, Utility and construction plans.
Knowledge of Ontario’s building and zoning requirements, building standards, system design would be an asset.
Ability to simultaneously manage a diverse range of planning activities; as well as competing interests and conflicting deadlines.
Good interpersonal skills, including the ability to motivate staff, and to provide leadership and direction.
Knowledge of Health and Safety requirements for construction sites.
Excellent written and verbal communication skills combined with demonstrated documentation skills.
Ability to effectively manage change; coordinating multiple projects, executing multiple tasks efficiently while working with conflicting priorities in a fast-paced environment.
Proven project management experience with responsibility for budgeting and staff accountability.
Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
Valid Ontario Drivers License.
Strong understanding of all Microsoft Office applications.
Required to travel within Ontario 20 +%

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Senior Analyst

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The Senior Analyst is responsible for planning, designing, developing, and launching efficient information systems in support of core organizational functions. This role includes gathering and analyzing data in support of business cases, proposed projects, and systems requirements. The senior analyst is responsible for generating and compiling reports based on their findings, complete with probable causes and possible solutions to systems issues. The senior analyst will also elicit, analyze, specify, and validate the business needs of project stakeholders, be they customers or end-users. This includes interviewing stakeholders and gathering and compiling user requirements to convey to development teams throughout the software lifecycle. This individual will also apply proven communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications and help maximize the benefit of IT system investments.

KEY RESPONSIBILITIES

Senior person skilled and experienced in primarily the analysis phase of the system development lifecycle.
Work directly with management and users to analyze, specify and design business applications.
Provide technical leadership.
Design, plan, and supervise implementation of small and medium projects.
Perform project/problem resolution.
Perform analysis and troubleshooting of support issues and determining solutions.
New release management including planning, release documentation, quality assurance, user acceptance testing, implementation and roll out.
Complete initial analysis for various customer requests, document and/or analyze business requirements, prepare cost estimates and proposals, design and develop solutions, and do quality assurance of the development process.
Develop detailed functional, system and program specifications required for the implementation of business process changes or improvements, data analysis and the creation of reports.
Responsible for code reviews.
Produce process models, diagrams and data models.
Design logical database structures.
Troubleshoot problem areas related to database structures, stored procedure, database triggers, etc.
Write and apply database scripts to development and system testing databases.
Maintain revision control for database versions and scripts applied.
Lead high-level design walkthroughs.
Coordinate problem resolution and ensure that the development release documentation accurately reflects the contents of new releases.
Coordinate and facilitate requirements gathering sessions in an effort to elicit and document business system requirements.
Document test plans.
Develop test cases and execute test scripts.
Documents technical specifications.
Document handover documentation and perform training for first level Service Desk personnel.
Produce analysis and design documents.
Produce project plans and schedules for application systems development efforts for small and medium size projects.
Perform project leadership for small and medium size projects.
Produce Project Management deliverables for small and medium size projects.
Liaison with software vendors for resolution of issues.
Full understanding of business practices and concepts of the relevant business area being supported.
Act independently as the IT SME for business projects and/or new product initiatives assessing impacts on IT systems and processes.
Perform on-call support as required.
Perform other duties as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
Incumbents must be constantly aware that the execution of their work supports the ultimate goal of providing excellent service to the Company’s current and potential customers, including internal customers.

ACADEMIC TRAINING

University Degree in computer Science or relevant discipline required

WORK EXPERIENCE

8 – 10 years experience in Information Technology in all phases of the systems development lifecycle.
5+ years experience in systems analysis including requirements definition, feasibility studies, cost estimates, proposals, design, development, quality assurance, user acceptance testing and implementation.

SPECIFIC COMPETENCIES

Senior level knowledge of development with PL/SQL.
Strong development skills - .Net and/or Java.
Excellent oral and written communication skills.
Excellent interpersonal and organizational skills.
Effective analytical skills.
Telecom billing system knowledge an asset.
Call Centre application knowledge an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Senior Telecommunications Administrator

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The senior Telecom Administrator’s key responsibility is to ensure the continuous availability and reliability of Cogeco’s IT voice network and telephony hardware and software components. The administrator also ensures that expected results are delivered to the user community at agreed upon performance standards. In addition to day to day operations, he/she is involved in telephony related projects.

KEY RESPONSIBILITIES

Participates in telecom-related technology projects by defining functional and technical specifications and supporting implementation for all VOIP initiatives.
Responsible for the design and maintenance of Cogeco’s voice network. Maintains records of voice wiring schematics, network facilities, hardware inventory and telecommunications equipment.
Build, maintain and fully support an IVR system which is flexible and customer centric.
Ensure that timely and accurate mapping of all call flows, call routing and the associated changes based on the business need is documented and readily available to management for review.
Plan for the integration of and investigate new technologies as the business needs change and opportunities for improvement present themselves in a fiscally responsible way.
Applies security standards at all times, including the correct patching level and configuration to achieve security policy.
Maintains the disaster recovery plan for the telephony systems in Burlington and other locations.
Implement and test call flow for all inbound telephone customer contacts, including on-hold messaging, queue prioritization and after-hours routing.
Proactively manages the optimization of all contact centre telecommunications systems and liaises internally and externally with technology experts and suppliers.
Maintains customer facing voicemail system including adding, deleting, changing user profiles, monitors voicemail system resources and arranges for file deletions, etc., as required.
Monitors telephone room facilities for Cogeco Burlington contact centre and completes/arranges for repairs, maintenance, etc., as required.
Provides monitors and manages Cogeco customer-utilized telephone numbers and their associated database.
Assigns and manages Customer Contact Centre user profiles and logins. Communicates any additions, deletions or changes to the appropriate user groups in a timely manner.
Completes weekly electronic back up of PBX system and applications and arranges for off-site storage.
Performs other duties and/or projects as required.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs

ACADEMIC TRAINING

Degree in Computer Science, Engineering or relevant discipline required

WORK EXPERIENCE

8-10 years’ experience in IT.
5 to 7 years in telephony and network administration positions.
Proven track record in the installation, configuration, administration and troubleshooting of VoIP PBX and LAN/WAN technologies.
Experience in the deployment and ongoing support of enterprise video and collaboration solutions

SPECIFIC COMPETENCIES

Managing Avaya PBX systems.
Experience with Broadsoft platform would be an asset.
VOIP, QOS and Telephony/PBX experience is required.
Relevant certifications from Cisco (i.e. CCNA, CCNP, CCIE) and Avaya will be strong assets.
Well versed with ACD and contact centre environment.
Strong customer and business orientation.
Strong presentation and writing skills.
A 360 degree view of technical problems and customers’ needs.
Ability to work in a constantly changing and fast-paced environment.
Ability to handle situations involving unplanned outages.
Well developed problem-solving skills.
Ability to manage several programs and projects simultaneously and balance operational requirements and systems capabilities.
Accuracy and adherence to deadlines required.
General understanding of broadband, telecom, cable and internet industries is an asset.
Bilingualism is an asset.
Required to be on call and to cover the operational shift.
Occasional travel required

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Senior Systems Administrator

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The Systems Administrator’s key responsibility is to ensure the continuous availability and reliability of Cogeco’s IT Wintel, Vmware/ESX systems and related hardware and software components. The administrator also ensures that expected results are delivered to the user community at agreed upon performance standards. In addition to day-to-day operation, he/she is involved in infrastructure and application related maintenances and support activities to ensure the implementation of a high performing 24/7 infrastructure.

KEY RESPONSIBILITIES

Contributes actively to operations, support and maintenance activities by defining functional and technical Wintel, backup and middle tier specifications, and supporting implementation.
Administers the ongoing operation of Cogeco’s IT Wintel ESX/Vmware servers across Ontario and Quebec.
Installs, administers, and troubleshoots Windows, ADS, Exchange, WINS, DNS and DHCP servers.
Troubleshoots errors related to the Wintel, disk storage, backup and related software tools.
Performs capacity planning, server tuning and optimisation to ensure maximum uptime based on established SLAs.
Applies security standards at all times, including the correct patching level and configuration to achieve security and operating systems patch management policy.
Maintains the disaster recovery plan for the corporate Wintel Infrastructure.
Implements and monitors daily backup and recovery of the operating systems using enterprise backup server software.
Monitors and responds to hardware and software alarms using appropriate problem determination and monitoring tools.
Provides systems and applications related support to the Operations and the Application Development Teams.
Supports IT operations, incident, change and problem management ITIL processes and controls.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
Consistently strives to fulfil Cogeco’s corporate objective to provide excellent service to all customers.
Other duties and projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

Bachelor degree in computer science or related fields.
MCSE and/or VMware related certification is a definite asset

WORK EXPERIENCE

Minimum 8-10 years’ experience in IT, with 3 to 5 years in a Windows systems administration position.
Proven track record in the installation, configuration, administration and troubleshooting of VMware technologies , Windows servers’ products (Windows, Exchange, ADS…) and core internet technologies (TCP/IP, DNS, DHCP, WINS, DMZ, Proxy).
Proven experience in configuration of servers in high availability and performing recovery tests in disaster recovery environments.
Experience in LAN/WAN technologies will be an asset.
Working knowledge of centralized monitoring tools (Uptime preferred).
Experience in OS hardening, system security and auditing.
Experience in web server administration.
Strong knowledge of one or more backup products (TSM Preferred).
Solid experience in support & operations with demonstrated ability to execute processes and methodologies.

SPECIFIC COMPETENCIES

Strong customer and business orientation.
Strong presentation and technical documentation skills.
Ability to work in a constantly changing and fast-paced environment.
Ability to handle situations involving unplanned outages.
Well developed analytical and problem-solving skills.
A 360 degree view of technical problems and customers’ needs.
Bilingualism will be an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Must lift and carry PC equipment, CRT’s, printers and boxes up to 20lbs.

Apply now by email: careers@cogeco.com

Network Services Analyst

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

Responsible for supporting the Network Services – Installation & Service – Dispatch & Warehouse team by developing and completing analysis of key departmental objectives, performance indicators and financial results in order to optimize resource management and work flow processes within the department. Responsible for supporting the preparation of the annual Operating and Capital Budgets for ongoing analysis and forecasting throughout the Fiscal year.

KEY RESPONSIBILITIES

Develops methodology to record and analyze all technical operational activities including Installations, Disconnects, Trouble Calls, SROs, Audits, and Truck Roll s using available data sources.
Prepares weekly, monthly, quarterly, yearly reports and statistical data for the monitoring and analysing of departmental performance indicators and manpower requirements.
Extracts data from master sources using various query tools and reviews/analyzes/organizes the data to import into an Excel or Access template.
Develops and implements methodology to ensure data integrity and accuracy at all times prior to publication of results.
Responds to ad hoc requests for data by identifying the optimum source and method for obtaining the required data/information.
Develops presentation views of analysed data that meet the requirements of various levels of management.
Publishes scheduled Network Services statistical reports as required.
Assists with the development and presentation of the annual Network Services Operating and Capital Budgets and produces tracking, trending, and variance reporting.
Completes monthly Risks and Opportunity Analysis of Operating and Capital financial results and provides support to Management staff in completing analysis of variances and forecasting of results.
Participates as a member of project working teams and ensures that requirements for data and reporting are identified and integrated within project and implementation plans.
Assists with other departmental requests as required and performs special projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree or combination of equivalent education and work experience required.

WORK EXPERIENCE

5-8 years relevant experience in an analyst capacity.
3-5 years experience in capitol and operational budget preparation and analysis.
Experience in analyzing various data sources to identify trending, opportunities, and deficiencies.

SPECIFIC COMPETENCIES

Expert skills using MS Access (creating database, developing complex queries, extraction of reports), Excel, Power Point, Visio, and Crystal reports.
Working knowledge of Oracle financial.
Knowledge of budgeting and financial reporting fundamentals.
Knowledge of work flow process documentation and analysis.
Detail oriented (accurate and thorough) with superior organizational and analytical skills.
Self motivated and able to work independently and take initiative in identifying and resolving problems. Monitors own work for quality.
Experienced in effectively coordinating portions of multiple projects and working with conflicting priorities in a fast-paced environment. Ability to execute multiple tasks simultaneously, efficiently and within a pre-determined time frame.
Superior written and verbal communication/presentation skills combined with demonstrated ability to compile data into logical reports and briefings.
General understanding of Broadband, Cable, Telecommunications or Internet industries and technology preferred.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Network Administrator

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The Network Administrator’s key responsibility is to ensure the continuous availability and reliability of Cogeco’s IT network, switches, routers and related hardware and software components. The administrator also ensures that expected results are delivered to the user community at agreed upon performance standards. In addition to day to day operations, he/she is involved in infrastructure and application related projects to ensure the implementation of a high performing 24/7 network.

KEY RESPONSIBILITIES

Contributes actively to operations, support and participating in project and maintenance activities by creating technical network diagrams, and supporting implementation.
Administers the ongoing operation of Cogeco’s IT network across Ontario and Quebec.
Installs, administers, and troubleshoots Windows, ADS, Exchange, WINS, DNS and DHCP servers.
Installs, administers and troubleshoots LAN/WAN network infrastructure equipments such as hubs, switches, routers, Firewall and VPN.
Applies security standards at all times, including the correct patching level and configuration to achieve security policy.
Maintains the disaster recovery plan for the corporate network.
Support capacity planning process; perform network tuning and optimisation to ensure maximum network uptime based on established SLAs.
Implements, maintains and enforces network, Firewall and VPN securities according to established security policies and standards.
Provides network related technical support to the Operations and the Application Development Teams.
Consistently strives to fulfill Cogeco’s corporate objective to provide excellent service to all customers.
Performs other duties as assigned.
Required to be on call and to cover the operational shift. Occasional travel required.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University Degree in computer Science or relevant discipline or combination of equivalent education and work experience required.

WORK EXPERIENCE

Minimum 5 -8 years’ experience in IT, with 3 to 5 years in a network administration position.
Proven track record in the installation, configuration, administration and troubleshooting of LAN/WAN technologies (Checkpoint Firewall, Cisco routers and switches, VPN Intrusion Detection products and wireless) and core internet technologies (TCP/IP, DNS, DHCP, WINS, AD).
Strong knowledge of Windows and UNIX operating systems.
Solid understanding of TCP/IP.
Knowledge of Network Management tools (HP OpenView or related family of network monitoring products).

SPECIFIC COMPETENCIES

VOIP, QOS and Telephony/PBX experience is a strong asset.
Relevant certifications (CCNA, CCNP, CCIE, MCSE or MCP, Security, Firewall) will be a strong asset.
Strong customer and business orientation.
Strong presentation and writing skills.
A 360 degree view of technical problems and customers’ needs.
Ability to work in a constantly changing and fast-paced environment.
Ability to handle situations involving unplanned outages.
Well developed problem-solving skills.
Bilingualism is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Required to sit and monitor a computer terminal for extended periods. Must lift and carry PC equipment, CRT’s, printers and boxes.

Apply now by email: careers@cogeco.com

Team Lead, Convergence Services

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

Reporting to the Director – Infrastructure Operations, this position is accountable to form, develop and lead the Convergence Services support team within IT Infrastructure & Operations. A new functional area, this comprises a consolidated team voice and data technical resources focused on designing, implementing and supporting the internal voice over IP systems as well as the ongoing support of the underlying IP network infrastructure and migration from existing legacy voice systems. As the concept of convergence services is relatively new within Cogeco, this position will evangelize and enable the use of video conferencing, messaging and related collaboration technologies between corporate, regional and third party (i.e. remote call centre) locations and business units.

KEY RESPONSIBILITIES

Manages voice system and data network technical resources within the I&O Convergence Services team and across the Burlington, Montreal and Trois Rivieres IT office locations.
Establishes and executes on a Convergence Services Roadmap including evolution of current legacy voice systems to voice over IP, consolidation of dial plans across corporate and regional offices, selection, implementation and ongoing support of voice, video and messaging collaboration solutions;
Interfaces and works closely with the I&O Design & Planning Director and team on the design and configuration of the Cogeco internal communication network. Inherent to this is ensuring the necessary Quality of Service and bandwidth management best practices to support quality voice and video communications;
Selection, implementation and ongoing use/support of convergence service monitoring, troubleshooting and performance management tools. These systems are key to ensuring a reliable and quality level of user experience;
Coordinates voice and data resources during project delivery and ensures SDLC methodology is consistently and constantly applied throughout all Project and Maintenance related activities;
Work closely with peer I&O, IT and Network Services teams to plan and implement convergence solutions for added user functionality and OPEX savings (i.e. by elimination of unnecessary legacy connectivity and technologies);
Ensures that new infrastructure meets operational acceptance criteria and is adequately documented prior to going live; 8. Ensures that new infrastructure meets security, availability, continuity and performance criteria in accordance with IT, business and corporate policy compliance needs;
Manages the day to day relationships with suppliers of voice and data convergence infrastructure equipment, tools and services during both projects and ongoing operations. Also makes recommendations and decisions on purchases in conjunction with Procurement;
Plans, orients and organizes Convergence team to ensure continuity of resources; anticipates development, support and maintenance needs; plans appropriate staffing levels; and establishes operational and performance standards and guidelines;
Provides through his/her team technical support and guidance in conjunction with other operational teams on a 24/7 basis.
Works in conjunction with the Director, Manager and Team Leads of the IT Service Desk to enhance their capabilities, depth of knowledge, first call resolution and ensure that IT maintains a positive customer service approach;
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree in computer science, or relevant discipline required.

WORK EXPERIENCE

8-10 years experience in senior Information technology position.
5 to 7 years in a leadership capacity encompassing technical resources but interfacing with internal/external customers and management teams.
5 to 7 years involvement in the design, implementation, ongoing operations and support of IP networks including VoIP and QoS configurations.
5 to 7 years involvement in the design, implementation and ongoing operations and support of traditional and VoIP systems.
Experience in video conferencing and collaboration technologies an asset.

SPECIFIC COMPETENCIES

The ability to manage, mentor and motivate a team of technical employees, overcoming potential language barriers, and ensuring best practices are consistently being implemented at all levels.
Strong understanding of and experience in the design, implementation and ongoing management of legacy voice systems and importantly VoIP systems including Cisco, Avaya, Nortel and Broadsoft platforms.
Similarly, strong understanding and experience in LAN/WAN technologies (Firewall, Cisco routers and switches, VPN and wireless), and core internet technologies (TCP/IP, DNS, DHCP and WINS).
A demonstrated ability to implement technology, design and document process and methodology is required.
Strong IT solution delivery track record is required along with experience in developing business cases for infrastructure related purchases and service offering development.
Strong presentation and writing skills, with a demonstrated ability to cohesively manage a geographically dispersed team.
Leadership and the ability to bring structure, knowledge and best practices to the department is required.
Ability to negotiate and manage contractual relationships.
ITIL knowledge is required. ITIL Foundations certification is preferred.
Familiarity with Remedy is an asset.
Bilingualism is an asset.
Comfort and composure in working in a constantly changing, high-pressure environment is required.
Strong customer and business orientation required.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Datacom Technician

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for field response for Datacom Customer Service and the maintenance of the telecommunications network, including the core and customer premises equipment and for providing telecommunications services.

KEY RESPONSIBILITIES

Tests, maintains, troubleshoots and repairs circuits for data communication and Internet services. This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
Assists Engineering in the installation and configuration of data communications and Internet services equipment in accordance with manufacturer’s recommendation and company or other applicable practices. Interacts with installation site managers, contractors and customers to install remote equipment.
Completes Preventative Maintenance Activities for Datacom equipment in accordance with current best practices within Cogeco.
Prepares documentation related to site surveys, installation layouts, circuit/network installation and turn-up records where required.
Assists with the implementation of Hub-sites and Points-of-Presence (POP). This also includes performing site surveys, coordination with construction contractors and the installation of racks, power and electrical equipment.
Provides support to field trial activities of new equipment and validation of new designs.
Manages and is accountable for the Health and Safety of Employees in accordance with COGECO’s Health and Safety Manual, The Canadian Labour Code and OHSA. For a complete outline of responsibilities see COGECO’s Health and Safety Manual.
Performs other projects and/or duties as required.
Installation, testing, troubleshooting, and configuration of DOCSIS MulitLine Customer Premise Equipment and Internet services. Interacts with installation site managers, contractors, NOC and customers to resolving issues/ install equipment, Commercial accounts.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma in Computer science or relevant discipline required.

WORK EXPERIENCE

A minimum of 10 years experience working in the data communications or Internet environment.

SPECIFIC COMPETENCIES

Knowledge of and demonstrated experience in working with Fiber Optics with splicing and troubleshooting techniques.
Working knowledge of SONET systems, DS1/DS3 transmission standards, Routers/Bridges, Ethernet switches, TCP/IP and IPX protocols, SNMP network management platforms, switches and cable modems.
Strong communication with a winning customer service attitude.
Detail oriented with the ability to analyze and troubleshoot customer issues.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work and to contribute to teams.
Valid Ontario driver’s license.
Solid understanding of Digital and Analog (RF) technologies and how this pertains to specific Cogeco Services – Internet, CATV, VOD and VOIP.
Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and trouble shooting techniques.
On Call Rotation: requires incumbent works all hours of the Day, weekends and holidays. Able to work Rotating Schedules. Frequent and stressed deadlines, interruptions and fast paced working environment.

PHYSICAL DEMANDS AND VISUAL ACUITY

Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install electrical wiring and climb ladders.

Apply now by email: careers@cogeco.com

Digital Engineering Video Specialist

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

Candidate will be required to plan the deployment of new digital video technologies as well as the evolution of the existing ones. The candidate will also be required to be involved in network growth and optimization activities and will be required to coordinate work between multiple groups.

KEY RESPONSIBILITIES

Provides detailed engineering for the Cogeco digital cable network including;
- Defines detailed network level architectures for all digital cable networks with associated transport needs
- Develops technical specifications and standards for all parts digital cable and/or video on demand platform
- Defines and documents detailed designs for all digital cable systems.
Control point for the introduction of technology into the digital cable networks
- Maintains product detailed roadmap for assigned technology.
- Publishes and coordinates rollout of roadmap.
Analyze alternatives and recommend solutions to the technical evolution of the digital cable technology.
- Responsible for the business case costing and analysis of design alternatives
- Responsible for the introduction of new digital cable designs through technical engineering trials.
Help to create and keep digital video network database and schematics and any other engineering-related documentation up to date.
Perform lab testing of new digital video equipment as well as lab tests of software upgrades for existing digital video equipment.
Coordinate with the warehouse and field engineering storage and distribution of all equipment required for implementing several different digital video projects.
Subject matter expert working closely with Manager Digital Engineering on ensuring the platform has a long term strategy in support of Corporate Engineering.
Works closely with key technology vendors to ensure the company understands the technology choices at a detailed level.
Responsible for the hand-off of technology into production through Defined methodology, documentation and training of affected groups (Engineering, Technical Operations and Product Development).
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree in Electrical/Computer Engineering or relevant discipline required

WORK EXPERIENCE

8-10 years experience in a digital video related role.
P.Eng. eligible.
Direct exposure to digital video encoding, transport and delivery technologies.
Strong knowledge of IP networks and protocols.

SPECIFIC COMPETENCIES

Demonstrated expert knowledge of current video services.
Demonstrated expert knowledge of cable standards (DCAS, OCAP, etc.).
Demonstrated expert knowledge of MPEG2, MPEG4 and QAM.
Excellent knowledge of HFC network architecture.
Strong technical background in IP networking, with specific experience working with local area networks (GigE, VPN) Excellent written and oral communication skills.
Demonstrated ability to work within a high performance teams.
Demonstrated strong sense of ownership and initiative.
Self-motivated, creative and willing to learn.
Ability to manage conflict situations and support collaborative problem identification and resolution.
Ability to maintain composure in difficult and highly stressful situations.
Demonstrated documentation and detailed engineering experience with video on demand, switched digital video, IP engineering and/or digital cable service level engineering.
Proficient using Excel, Power Point and Visio.
Basic knowledge of computer systems and databases, i.e. SQL and Oracle.
Familiar with electronic lab equipment like spectrum analyzers, signal generators and RF passive/active devices.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Project Manager, Project and Process Delivery

LOCATION : Burlington

(2 Full Time Positions)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for managing major inititiatives whin the scope of the Network Services team. These projects are highly technical in nature; requiring strong knowledge of application development, network infrastructure and system integration. All inititiatives are complex and cross functional in nature, requiring a heightened level of organizational and interpersonal skills.

KEY RESPONSIBILITIES

Responsible for adhering to the standard Cogeco Project Management methodology to:
Participate in defining project scope for capital request creation.
Interface with business units to identify and document project business requirements, obtain sign off on business requirements.
Develop and maintain the Project Charter and planning documents.
Manage Stakeholders expectations and obtain Executive sign off on project documents.
Develop project budgets and track performance.
Establish formal management and communication structures.
Chair project progress meetings.
Manage progress on project tasks and manage issues and risks.
Facilitate the creation of testing and training materials.
Promote projects to Operations.
Responsible for the management of technology projects in the IP, Digital, HFC, and CATV disciplines:
Manage Network Services development of new products and/or Network Services facilities.
Manage Network Services new technology and technical trial projects.
Manage Network Services technology deployment projects.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instruction, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree in relevant discipline required.
PMP preferred.
Six Sigma certification an asset

WORK EXPERIENCE

8 to 10 years managing complex projects in the IP or Telecommunications community required

SPECIFIC COMPETENCIES

Working knowledge of Internet systems, digital cable, and network technology.
Excellent verbal and written communication skills.
Excellent interpersonal skills.
Ability to establish good working relationships with others.
Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions.
Bilingual an asset

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Project Manager

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

The Project Manager is responsible for providing clear project guidance in business processes automation and to the project team under supervision. The incumbent excels in the capacity of managing projects within the constraints of scope, quality, time and cost, to deliver specific requirements and meet customer satisfaction. In doing so, the incumbent plays a key role in support of projects, through all phases from business requirements and analysis to build and production migration. This includes interviewing stakeholders and gathering and compiling user requirements to convey to development teams throughout the software lifecycle. This individual will also apply proven, communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications and help maximize the benefit of IT system investments.

KEY RESPONSIBILITIES

Liaise with project’s sponsor and facilitate communication as appropriate to all stakeholders (Status reports)
Manage efficiently the project plan, budget and scope. Identify project risks and issues and ensure appropriate and effective handling.
Ensure all project requirements are and/or objectives are properly documented and vigorously pursued.
Establish or confirm guidelines applicable to the project.
Follow the SDLC methodology and promote and reinforce its use with IT functional groups.
Effectively coordinate and negotiate the change management process. Coordinate assigned project team members; ensure timely activity, integration and efficient use of time and resources to meet requirements.
Skilled and experienced in business requirements gathering and analysis, and familiar with all phases of the system development lifecycle
Provide business leadership
Manage the day to day operations of a small number of IT professionals (Activity sheet, appraisals
Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs
Actively participate in initial analysis completion for various customer requests, business requirements analysis, cost estimate preparation, solutions design and development , and quality assurance of the development process
Lead high-level design walkthroughs
Produce project plans and schedules for application systems development efforts for projects
Produce Project Management deliverables
Liaison with software vendors for issues resolution
Act independently as the IT SME for business projects and/or new product initiatives assessing impacts on IT systems and processes
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University Degree in Computer science, engineering or relevant discipline required

WORK EXPERIENCE

Minimum of 8 – 10 years experience in Information Technology in all phases of the systems development lifecycle.
Minimum of five (5) years experience in managing projects.
Minimum of five (5) years experience in systems analysis including requirements definition, feasibility studies, cost estimates, proposals, design, development, quality assurance, user acceptance testing and implementation.

SPECIFIC COMPETENCIES

Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
Project Management proficiency
Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems
Possesses understanding in the areas of application programming, database and system design
Knowledge of the telecommunications industry
Excellent oral and written communication skills
Excellent interpersonal, communication and organizational skills.
Excellent negotiation, mediation and conflict resolution skills
Ability to manage more than one project in parallel within a matrix structure that is geographically distributed
Strong analytical, planning, and budgeting skills.
PMP certification an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Manager – Digital Services Assurance

LOCATION : Burlington

SUMMARY

Responsible for managing the Customer Experience of Cogeco’s Digital Service Offerings. Ensure optimal performance and superior quality experience for Cogeco’s customers.

KEY RESPONSIBILITIES

Responsible for delivering maximum level of customer service by monitoring and improving Cogeco’s Digital Network services in conjunction with other departments for the entire Ontario division comprising of 900,000 RGU.
Vendor Management (digital platforms) through strong relationship building and accountability.
Incident and Problem management for Digital Services in close partnership with Cogeco NOC.
Drive Process Improvement and ticket response through tight ownership and accountability of issues/trends.
Report on Platforms for Availability, provide strong data Analytics direction for the team for solid trend analysis and improved customer experience.
Build and manage solid suite of monitoring tools and processes for proactive management of existing and future platforms.
Outline and drive key accountability for Digital OSS vision through interdepartmental teams (DVQ).
Effectively manage execution of Network Capacity Work orders in a timely manner.
Manage and maintain documentation of all Head ends, Hubs and System Performance related to DVC (Motorola and edge devices) and Interactive (VOD, SDV etc) platforms.
Manages and is accountable for the Health and Safety of Employees in accordance with Cogeco’s Health and Safety Manual, The Canadian Labour Code and OHSA. For a complete outline of responsibilities see Cogeco’s Health and Safety Manual.
Performs other duties as required.
Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma in Electronics/Communications or Computer Science required
University degree in relevant discipline an asset

WORK EXPERIENCE

8+ years of relevant experience and a solid understanding of Digital Video Technologies, ITIL Best Practices and Data Principles including Analytics & Reporting.
3 to 5 years experience managing ticket processes, escalations, vendor relationships and associated reporting functions in a Help Desk or Technology Support role.
A minimum of 3 to 5 years of related management experience in a technology environment within the Service Provider space or Information Technology.
3 to 5 years experience integrating tools and Operational Support Systems.

SPECIFIC COMPETENCIES

Demonstrated aptitude assimilating new technologies into existing operations.
Proficient in Data Network Operations involving interfacing with PPV, VOD, HFC Status Monitoring, ticketing, billing and computer MIS systems desired.
Excellent technical writing, oral and presentation skills required.
Proficient in using standard computer hardware and software systems such as spreadsheets, word processing, database and analytics programs.
Multi-tasking skills required. Must be a self starter, reliable and flexible.

PHYSICAL DEMANDS AND VISUAL ACUITY

On call 24 hrs a day
Extensive off-hours working conditions due to large customer impact of errors.
Occasional travel across Ontario is required.

Apply now by email: careers@cogeco.com

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Manager, Business Unit Support Services

LOCATION : Burlington

SUMMARY

The Manager will be responsible for managing Applications support and development teams. The Application Manager’s role is to plan, coordinate, and supervise all activities related to the design, development, and implementation of organizational information systems and software applications. The Applications Manager is also responsible for maintaining, supporting, and upgrading existing systems and applications. This individual will apply proven communication skills, problem-solving skills, and knowledge of best practices to guide his/her development team on issues related to the design, development, and deployment of mission-critical information and software systems.

KEY RESPONSIBILITIES

Plan and oversee the development and support of a specific application or functional area
Analyze business requirements, prepare cost estimates and proposals, design solutions, and do quality assurance of the development process
Manage the relationship with software vendors
Manage the relationship with the Technical Operations business department
Plan, manage and control projects
Prepare and present status reports
Synchronize project activities with other IT and business groups
Prioritize user requests with various business teams
Full understanding of business practices and concepts of the business area as well as other Cogeco departments
Participate in the annual strategic/tactical planning and budgeting processes
Administer performance appraisals, salaries, hiring and budgets
Establish mutually satisfactory goals, regular feedback and review processes with all subordinates, consistent with the organization’s appraisal process
Coordinate all aspects of work for the successful completion of the project
Prepare project plans and schedules for significant application systems development, enhancement and maintenance efforts
Communicate regularly with internal and external customers, as appropriate, in order to ensure the delivery of high quality service and application systems development and support
Conduct the initial consultation with the client to define the scope of work for the project
Monitor and track the progress of the project
Monitor all projects to ensure consistency and satisfaction of interface requirements for existing and newly developing systems
Solicit input from the client regarding any change requests
Notify the client when work on the project is completed, and ensure that the financial close-out of the project is undertaken
Monitor the direction and growth of business to ensure the application of appropriate technologies and support resources
Must be available for escalation of on-call support issues
Perform other duties as assigned
Incumbents must set annual objectives for employees under their supervision, review them based on any new operational requirements, and administer the Performance Management process.
As part of their functions, incumbents must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
Incumbents must be constantly aware that the execution of their work supports the ultimate goal of providing excellent service to the Company’s current and potential customers, including internal customers.

ACADEMIC TRAINING

University Degree in computer science or relavant discipline required

WORK EXPERIENCE

8 + years experience in Information Technology
3 -5 years experience in Project Management
8+ years experience in systems analysis including requirements definition, feasibility studies, cost estimates, proposals, design, development, quality assurance, user acceptance testing and implementation

SPECIFIC COMPETENCIES

Strong experience in development methodologies standards
Excellent oral and written communication skills
Excellent interpersonal and organizational skills.
Effective analytical and planning skills
Ability to work effectively in a team environment
Demonstrate strong business sense

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

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Network Operations Technician

LOCATION : Burlington

SUMMARY

In accordance with established policies, procedures, standards and tools, the incumbent is responsible for monitoring and managing Cogeco’s entire Network infrastructure including DataCom, High Speed Internet, Digital Telephone over cable, IP and Digital and Analogue CATV networks. The incumbent will work with field technicians of various disciplines, as first level support in the prevention and timely resolution of circuit and network outages.

KEY RESPONSIBILITIES

Responds to the Network alarm situations and customer service interruptions by opening trouble tickets and carrying out diagnostics.
Coordinates and participates in the testing with customers, field staff and other carriers as required with the mandate of meeting specific NOC objectives.
Updates trouble tickets and performs escalations as required by the NOC procedures.
Monitors all Network Management Systems including facilities for alarm activity and responds accordingly.
Participates in the evaluation of equipment and procedures, and assists with the ongoing improvement of Cogeco’s Network Operations Centre and Cogeco’s network.
Liaises and provides support to all users of the Network.
Liaises with the system’s technical departments to coordinate maintenance activities ensuring all the systems affected are notified. This includes change and additions control activities.
Assists with the installation of computer hardware and software and other facilities at the Network Operations Centre.
Coordinates customer circuit releases with the appropriate Network users and maintenance groups.
Maintains the NOC documentation files and creates the required reports, including monthly Network reports and performs the required back-ups.
Required to periodically travel to the Niagara Falls Disaster Recovery site to perform site maintenance and ensure continued operations.
Performs other duties and or projects as required.
As part of their work, employee must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

Electronics, Communications or Computer Science diploma required.
Relevant industry certification such as CCNA, CCNP, NCTI or completion of any Cisco or Networking training, is an asset.

WORK EXPERIENCE

10+ years of related work experience, is required.

SPECIFIC COMPETENCIES

An understanding of SONET, RF, TCP/IP, Cisco routers, Internet Services (News, Mail, DHCP, DNS, etc) is required.
Knowledge of CATV equipment, operational procedures, return path management, test equipment and operating parameters is required.
Intermediate level skills in and knowledge of Windows and various applications such as Word, Excel, Access and Web browser software. Advanced PC skills including ability to work proficiently with a key board, and to handle MS Word, Excel, PowerPoint, and Adobe PDF files, and to navigate the internet using a browser is required.
Knowledge of Ethernet and fibre network troubleshooting tools preferred.
Knowledge of Digital Telephone over cable (VOIP) would be preferred.
Experience in or knowledge of a DataCom/Telecom support environment, including familiarity of TMF (Telecommunications Management Forum) and/or MEF (Metro Ethernet Forum).
Programming skills in PERL, PHP and ASP, plus Unix scripting, including familiarity with the Unix platform is an asset.
Familiarity with Project Management methodology is an asset.
Demonstrated teamwork skills including the willingness to share information and mentor colleagues are required.
Exceptional organizational skills are required.
Solid interpersonal skill with a winning customer service attitude and high level of professionalism when dealing with problems and complaints from internal or external customers, and defuse emotion and potential customer-provider conflicts, is required.
Demonstrated ability to anticipate problems and apply advanced problem solving skills to resolve issues fully is required. Monitors own work for quality.
Ability to positively influence change and to be flexible and calm when faced when changing circumstances, is preferred.
Self motivated with the ability to take initiative in identifying and resolving problems independently, is required.
Demonstrated ability to exercise judgment and use discretion with highly confidential materials is required.

PHYSICAL DEMANDS AND VISUAL ACUITY

Occasionally lift objects up to 20 pounds.

Apply now by email: careers@cogeco.com

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Digital Services Specialist

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

KEY RESPONSIBILITIES

Investigates, troubleshoots and corrects hardware and software problems with the DAC6000, RPD, OM, RADD, VOD Servers and Device Managers. Provides technical assistance on all the platforms.
Installs and tests network interfaces for DVC, VOD and addressability. This includes connectivity with the Tandem, IBM, Cisco Routers, Transport VLANs and controllers.
Works with Vendor engineers and technicians to troubleshoot hardware and software specific problems with addressable controllers.
Performs technical evaluations of new products and equipment, and prepares reports and recommendations on results.
Participates in the planning and implementation of special projects where coordination is required between Technical Operations, Engineering, Customer Care and IT.
Plans for all new launches and swaps of addressable equipment.
Provides support on special projects relating to headends, as required.
Co-ordinates and schedules changes with Marketing and Engineering , including operational changes to pay TV, PPV, two-way decoders, as well as channel lineups on DVC, VOD and addressable controllers. Prepares detailed plans for remote systems pertaining to those changes.
Coordinates with other Cable MSOs, as required, to support DVC, VOD and addressable functions or product signals.
Performs routine system checks on DVC, VOD and addressable controllers. Maintains file backups of controllers and performs file restores to these devices when required.
Performs restoration and software upgrades to DVC equipment in Disaster Recovery site to ensure these units are kept up to standard.
Plans and coordinates the procedures for DVC, VOD, addressable implementation, and quality control throughout the headends and systems.
Develops and maintains operating procedures and technical documentation pertaining to Cogeco’s DVC, VOD and addressable controllers.
Coordinates time changes relating to DVC, VOD and addressable equipment for all headends.
Sources and maintains inventory of critical parts used for equipment repairs and completes paperwork and record keeping associated with equipment and system maintenance.
Performs other duties and/or projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree in Computer Science / Engineering or combination of equivalent education and work experience required
Completion of the Society of Cable Television Engineers endorsed NCTI Broadband Service Technician certification, is preferred.

WORK EXPERIENCE

5-8 years of related electronics and/or CATV field experience required.
3-5 years experience with Digital Conditional Access devices would be an asset.
3-5 years experience working with IP Transport/Networks for the use of delivering digital video would be an asset.

SPECIFIC COMPETENCIES

Detailed knowledge of, and ability to diagnose faults and take corrective action TCP/IP and Cisco Routers, Digital Video networks and associated equipment, UNIX/Linux, VOD equipment and processes.
Basic PC skills including ability to work proficiently with a keyboard, and to handle MS Word, Excel, PowerPoint, and Viso files.
Knowledge of Perl and/or ASP Scripting is an asset.
Mechanical aptitude to perform equipment repairs preferred.
Demonstrated teamwork skills.
Exceptional organizational skills.
Solid interpersonal skills with a winning customer service attitude and high level of professionalism when dealing with problems and complaints from internal or external customers. The ability to resolve conflicting points of view to ensure satisfactory outcomes are achieved.
Demonstrated ability to manage projects, including the development of comprehensive plans, coordination of the work of others, coaching others using a “do with” approach, resolving conflicts, and ensuring materials and processes are organized.
Demonstrated ability to solve complex problems by using consensus decision making while considering the overall impact of decisions on the organization and its customers.
Self motivated with the ability to take initiative in identifying and resolving problems independently.
Monitors own work for quality. Ability to apply quality measurement methods is preferred.
Demonstrated ability to exercise judgment and use discretion with highly confidential materials.
Valid Class G Ontario Driver’s License.

PHYSICAL DEMANDS AND VISUAL ACUITY

Occasionally lift boxes of equipment and parts up to 30 kg.
On-call support is required on a rotational basis

Apply now by email: careers@cogeco.com

Digital Services Technician

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies, standards and available tools, the incumbent is responsible for day to day support, evaluation of new digital services, features, implementation, and Quality Control of the DVC/SEP-48 and VOD platforms as well as User Acceptance Testing on new Technology and devices used on Cogeco Digital Network. As well as monitor and report on the DVC network and services that reside on this network using tools such as Ineoquest, Volicon and RSAM monitoring platforms.

KEY RESPONSIBILITIES

Investigates, troubleshoots and corrects hardware and software problems with the DAC6000, RPD, OM, RADD, VOD Servers, SDV Servers, SEP-48 and Device Managers. Provides technical assistance on all the platforms.
Performs technical evaluations of new products and equipment, and prepares reports and recommendations on results.
Participates in the planning and implementation of special projects where coordination is required between Technical Operations, Engineering, Customer Care and IT.
Assists with all new launches and swaps of addressable equipment.
Provides support on special projects relating to headends, as required.
Co-ordinates and schedules changes with Marketing and Engineering , including operational changes to pay TV, PPV, two-way decoders, as well as channel lineups on DVC, VOD and addressable controllers. Prepares detailed plans for remote systems pertaining to those changes including node split activity and QAM adds moves and or changes.
Coordinates with other Cable MSOs, as required, to support DVC, VOD and addressable functions or product signals.
Performs routine system checks on DVC, VOD and addressable controllers. Maintains file backups of controllers and performs file restores to these devices when required. This also includes making adjustments on SEP-48 equipment deployed in headends.
Performs restoration and software upgrades to DVC equipment in Disaster Recovery site to ensure these units are kept up to standard.
Plans and coordinates the procedures for DVC, VOD, addressable implementation, and quality control throughout the headends and systems.
Develops and maintains operating procedures and technical documentation pertaining to Cogeco’s DVC, VOD and addressable controllers.
Coordinates time changes relating to DVC, VOD and addressable equipment for all headends.
Sources and maintains inventory of critical parts used for equipment repairs and completes paperwork and record keeping associated with equipment and system maintenance.
Performs other duties and/or projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College diploma in Electronics, Electronics Engineering or relevant discipline
Formal CATV, Telecommunications or related technical training.
A+ PC Certification is preferred and completion of the Society of Cable Television Engineers endorsed NCTI Broadband Service Technician certification, is preferred.

WORK EXPERIENCE

10 + years experience in the Technical Operations and Maintenance of CATV-Telecommunications Systems. In depth understanding of Broadband, Cable, Telecommunications or Internet industries and technology preferred.
Previous RF Network and/or Digital Platform maintenance and telephony experience preferred.

SPECIFIC COMPETENCIES

Detailed knowledge of, and ability to diagnose faults and take corrective action TCP/IP and Cisco Routers, Digital Video networks and associated equipment, UNIX/Linux, VOD equipment and processes.
Basic PC skills including ability to work proficiently with a keyboard, and to handle MS Word, Excel, PowerPoint, and Viso files.
Knowledge of Perl and/or ASP Scripting is an asset.
Mechanical aptitude to perform equipment repairs preferred.
Demonstrated teamwork skills.
Exceptional organizational skills.
Solid interpersonal skills with a winning customer service attitude and high level of professionalism when dealing with problems and complaints from internal or external customers. The ability to resolve conflicting points of view to ensure satisfactory outcomes are achieved.
Demonstrated ability to manage projects, including the development of comprehensive plans, coordination of the work of others, coaching others using a “do with” approach, resolving conflicts, and ensuring materials and processes are organized.
Demonstrated ability to solve complex problems by using consensus decision making while considering the overall impact of decisions on the organization and its customers.
Self motivated with the ability to take initiative in identifying and resolving problems independently.
Monitors own work for quality. Ability to apply quality measurement methods is preferred.
Demonstrated ability to exercise judgment and use discretion with highly confidential materials.
Valid Class G Ontario Driver’s License.

PHYSICAL DEMANDS AND VISUAL ACUITY

Occasionally lift boxes of equipment and parts up to 30 kg.
On-call support is required on a rotational basis

Apply now by email: careers@cogeco.com

Operational Support Systems Specialist

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established policies, procedures and guidelines, is responsible for the deployment, configuration and administration of Network Services Operational Support Systems used to monitor and report upon the health of the Network, Systems and other components of the Infrastructure used to provide services to customers and internal stakeholders.

KEY RESPONSIBILITIES

Responsible for the planning, design, implementation and ongoing maintenance of Operational Support Systems such as Element Management, Fault Management, Capacity Management and Performance Management tools.
Responsible for ongoing maintenance and configuration of the above-noted systems and interfaces, and for developing automated reporting and data feeds to other systems.
Responsibility includes working within the Network Tools Development group on the development and execution of a forward looking Operational Support Systems architecture, roadmap and plan.
Also responsible for working closely with stakeholders to ensure that interfaces to the above-noted systems are kept current.
Responsible for documentation of all aspects described above and documentation of standard operation procedures used in the support of Operational Support Systems.
Tier three operations support on escalated faults and interface to external support organizations.
Performs other duties and projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University Degree in Computer Sciences or related discipline

WORK EXPERIENCE

Minimum 8-10 years experience in an Internet environment and working with relevant technologies.

SPECIFIC COMPETENCIES

Detailed knowledge of Radius, Telnet, Remote Shell, TCP/IP, SNMP, and other interfaces used for monitoring and fault management.
Detailed knowledge and experience designing, architecting, configuring and implementing commercially available and custom-developed fault management and monitoring tools such as HP Openview.
Detailed knowledge and experience designing, architecting, configuring and implementing element management systems.
Ability to utilize appropriate software development and quality assurance methodologies.
Strong knowledge of UNIX in a large public environment is required, including ability to extract information from systems and log files to support monitoring and fault management.
Must have strong working knowledge of all Microsoft Office applications, including Visio and Project.
Must possess strong organizational, planning, analytical and troubleshooting skills.
Detail oriented with demonstrated technical documentation skills.
Ability to establish good working relationships with others.
Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality and able to assess impact of decisions.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Operational Support Systems Developer (OSS)

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established policies, procedures and guidelines, is responsible for the development of Engineering Operational Support Systems used to support customers and internal stakeholders. The incumbent is responsible for the planning, design and development of all internal data structures, functionality and interfaces to/from other Systems.

KEY RESPONSIBILITIES

Responsible for the planning, design and development of Operational Support Systems including internal data structures ,functionality and interfaces to/from other Systems.
Responsible for database structures and organization within the Cogeco Internet Platform (CIP) – including but not limited to: custom code configurations in the support of email and web services, custom API to systems external to the CIP (provisioning etc.).
Responsibility includes working within the Systems Engineering group on the development and execution of a forward looking plan in support of product plans for residential and commercial Internet services.
Also responsible for planning, development and integration of tools in support of residential and commercial Internet products. These tools are used to assist in the management of the services and support of customers.
Responsible for project and work order development and control. This area covers assigning work task and reporting on project status to management and includes CEA development, equipment selection and purchase.
Responsible for documentation of all aspects described above and documentation of standard operation procedures used in the support of the network.
Tier three operations support on escalated faults and interface to external support organizations.
Performs other duties and projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

Degree in Computer Sciences or related discipline required

WORK EXPERIENCE

8-10 years relevant experience.
Minimum 5 years experience in an Internet environment and working with relevant technologies.

SPECIFIC COMPETENCIES

Detailed knowledge of programming in common languages like C, C++, Perl, PHP, Java, Smart GWT, GWT, XML and CORBA.
Detailed understanding of database and database structures, design and administration.
Ability to develop and organize presentation layer applications using Ajax, HTML and JAVA.
Ability to utilize appropriate software development and quality assurance methodologies.
Strong knowledge of UNIX in a large public environment is required.
Full understanding of TCP/IP, Internet and Internet protocols (RADIUS, DNS, DHCP, SNMP etc) is required.
Must have strong working knowledge of all Microsoft Office applications, including Visio and Project.
Must possess strong organizational, planning, analytical and troubleshooting skills.
Detail oriented with demonstrated technical documentation skills.
Ability to establish good working relationships with others.
Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality and able to assess impact of decisions.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Operational Support Systems Developer (OSS)

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

KEY RESPONSIBILITIES

Responsible for the planning, design and development of Operational Support Systems including internal data structures ,functionality and interfaces to/from other Systems.
Responsible for database structures and organization within the Cogeco Internet Platform (CIP) – including but not limited to: custom code configurations in the support of email and web services, custom API to systems external to the CIP (provisioning etc.).
Responsibility includes working within the Systems Engineering group on the development and execution of a forward looking plan in support of product plans for residential and commercial Internet services.
Also responsible for planning, development and integration of tools in support of residential and commercial Internet products. These tools are used to assist in the management of the services and support of customers.
Responsible for project and work order development and control. This area covers assigning work task and reporting on project status to management and includes CEA development, equipment selection and purchase.
Responsible for documentation of all aspects described above and documentation of standard operation procedures used in the support of the network.
Tier three operations support on escalated faults and interface to external support organizations.
Performs other duties and projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

Degree in Computer Sciences or related discipline required

WORK EXPERIENCE

8-10 years relevant experience.
Minimum 5 years experience in an Internet environment and working with relevant technologies.

SPECIFIC COMPETENCIES

Detailed knowledge of programming in common languages like C, C++, Perl, PHP, Java, Smart GWT, GWT, XML and CORBA.
Detailed understanding of database and database structures, design and administration.
Ability to develop and organize presentation layer applications using Ajax, HTML and JAVA.
Ability to utilize appropriate software development and quality assurance methodologies.
Strong knowledge of UNIX in a large public environment is required.
Full understanding of TCP/IP, Internet and Internet protocols (RADIUS, DNS, DHCP, SNMP etc) is required.
Must have strong working knowledge of all Microsoft Office applications, including Visio and Project.
Must possess strong organizational, planning, analytical and troubleshooting skills.
Detail oriented with demonstrated technical documentation skills.
Ability to establish good working relationships with others.
Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality and able to assess impact of decisions.

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Team Lead, System Operations

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

Reporting to the Director – Infrastructure Operations, this position is accountable to develop and lead the System Operations support team within IT Infrastructure & Operations. The Technical Team Lead will coordinate the efforts of the other System Administrators within Operations, ensure resource balance across project and ongoing support activities and act as an escalation point during incidents or competing priorities for the teams' time. This role will also work closely with I&O Infrastructure Integrators to develop project related costing estimates and the I&O Service Management role to proactively manage team resource consumption. In addition to day-to-day operation, he/she is involved in infrastructure and application related projects to ensure the implementation of resilient and high performing systems.

KEY RESPONSIBILITIES

Ensure the continuous availability and reliability of Cogeco’s IT server infrastructure and related components. The team leader also ensures that expected results are delivered to the user community at agreed upon performance standards;
Participates and contributes actively to project and maintenance activities by defining functional and technical systems, backup and middle tier specifications, and supporting implementation;
Leads Systems Administrator technical resources within the I&O Systems Operations team and across the Burlington, Montreal and Trois Rivieres IT office locations;.
Coordinates systems administration technical resources during project delivery and ensures SDLC methodology is consistently and constantly applied throughout all Project and Maintenance related activities;
Ensures that new server and storage infrastructure meets operational acceptance criteria and is adequately documented prior to going live;
Ensures that new infrastructure meets security, availability, continuity and performance criteria in accordance with IT, business and corporate policy compliance needs;
Selection, implementation and ongoing use/support of corporate server infrastructure monitoring, troubleshooting and performance management tools. These systems are key to ensuring a reliable and quality level of user experience;
Provides through his/her team technical support and guidance in conjunction with other operational teams on a 7/24 basis.
Works in conjunction with the Manager and Team Leads of the IT Service Desk to enhance their capabilities, depth of knowledge, first call resolution and ensure that IT maintains a positive customer service approach;
Installs, administers, troubleshoots and maintains all (Dev, Test & Prod) system environments;
Assist in capacity planning, database tuning and optimisation to ensure maximum infrastructure uptime based on established SLAs;
Plans and implements daily backup and recovery of the systems in order to meet audit compliancy;
Controls and monitors system related migrations throughout the development life cycle.
Defines strategies, implements, maintains and enforces systems security according to established security policies and standards;
Other duties and projects as assigned;
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

University degree in Computer Sciences or relevant discipline

WORK EXPERIENCE

8-10 years’ experience in IT
5 - 7 years’ experience in system deployment, ongoing administration, patching, policy compliance and optimization
5 - 7 years’ experience in storage deployment, ongoing administration and optimization
5 - 7 years’ experience participating in and/or leading technical team environments
5-7 years’ experience in a technical support role for enterprise class systems, storage and database operations and across both production and non-production environments

SPECIFIC COMPETENCIES

Proven track record in the installation, configuration, administration, and troubleshooting of UNIX, Wintel/VMWARE hardware and operating systems.
Systems related certification is a definite asset.
Experience in AS/400 system administration is an asset
Experience in Perl/Shell scripting, send mail, DNS, NIS, SAN, and cluster technologies.
Good experience in Weblogic, Tomcat & Web server administration
Experience in OS hardening, system security and auditing.
Strong knowledge of one or more backup products (TSM preferred).
Experience in configuration of servers in high availability and performing recovery tests in disaster recovery environments.
Significant project experience with demonstrated ability to execute processes and methodologies.
Strong customer and business orientation.
Strong presentation and technical documentation skills.
Ability to mentor junior members of the team.
Strong presentation and writing skills, with a demonstrated ability to cohesively manage a geographically dispersed team.
A 360 degree view of technical problems and customers’ needs.
Ability to work in a constantly changing and fast-paced environment
Ability to handle situations involving unplanned outages.
Well developed problem-solving skills.
Relevant certification and bilingualism will be assets.

PHYSICAL DEMANDS AND VISUAL ACUITY

Occasional travel required.

Apply now by email: careers@cogeco.com

Manager, Broadcast Technical Services

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established policies and procedures, the incumbent is responsible for the coordination, implementation and operation of centralized MCR, Technical Services and multi platform distribution channels in Ontario. Activities will meet all legal, regulatory and company requirements, in support of the department business plan, KPIs, operational standards and company objectives.

KEY RESPONSIBILITIES

Central Master Control: Oversee the planning, implementation, maintenance and ongoing operation of Central Master Control, including all equipment for the archive, VOD, play-out equipment and related servers
Budget: Manage the department budget related to functional area.
Maintenance: Plan and oversee the ongoing maintenance of website, broadband initiatives, billboard service and related systems
VOD: Coordinate submissions of VOD content from systems
Administration: Liaise with system staff and management to ensure proper execution of local schedules and content.
Quality assurance: Monitor and track quality output of Central Master Control, minimizing outages and preventable errors.
Technical Services: Oversee the technical personnel to fulfill technical needs of provincial systems. Monitor technical expenses and maintain sufficient supplies for projects and ongoing maintenance.
Projects: Coordinates multiple projects such as studio and mobile construction and rewires, new live sites and pre-wired facilities following best practices and Cogeco’s Standards including Health and Safety.
Health and Safety: As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company
Purchasing: Issues Internal Requisitions, External Requisitions, for Capital projects and expenditures and ensures Oracle Receiving is completed immediately upon receipt of goods.
Inventory Management: Oversees the ongoing gathering and management of inventory information in the VimBiz database.
Flexible Hours : Incumbent is responsible for the application of technical services in a broadcast environment which operations 24 hours a day, 7 days a week, 365 days a year. Must be willing to take on-call shifts as part of rotating team responsible for MCR and technical duties
Performs other duties and/or projects as assigned.
Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma in relevant discipline required.

WORK EXPERIENCE

8 plus years experience in television production required.
3-5 years experience in a leadership capacity is essential.
IT Broadcast experience is essential.
Experience in a CATV/BDU environment is essential.
Experience in a master control environment is essential.
Experience in capital budgeting and tracking is essential.

SPECIFIC COMPETENCIES

Critical Thinking and problem solving skills.
Advanced proficiency with MS Office software, email, Outlook and a web browser, is required.
Possess valid Ontario Class G drivers licence, is required.
Strong interpersonal, written and verbal communication skills are required.
Ability to work with conflicting priorities in a fast-paced environment is required.
Detail orientation, accuracy and thoroughness, with well-developed organizational skills, are required.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work.
Adaptability, tolerance for stress and conflict management skills are required.
Strong understanding of broadband, telecom, cable and internet industries is required.

PHYSICAL DEMANDS AND VISUAL ACUITY

Required to lift heavy weights up to 20 kg and stand for extended periods of time.

Apply now by email: careers@cogeco.com

Outbound Solutions Sales Representative

LOCATION : Burlington

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for promoting and assisting retail partners who sell products and services offered by the Company so as to bring current and potential customers to select Cogeco as the supplier for Cable TV, Internet and Telephony services over any other competitor.

KEY RESPONSIBILITIES

Facilitation and co-ordination of programs to increase subscriber penetration of Cogeco services, to meet targets and objectives.
Responsible for providing input and ground level feedback to management in the development and execution of COGECO’s Retail sales activities.
Assists in developing the annual sales plan and other departmental operating plans.
Responsible for identifying, recruiting and assisting in the selection of new retailers to sell Cogeco residential services.
Works with National Retail chain district and store managers to ensure that Cogeco programs are properly executed and understood by retail store staff.
Works with National Retailer Accounting departments and Cogeco Finance departments to ensure accounts are up to date and payments are made.
Performs regular retail store visits in their territory to ensure that product is properly displayed, in stock and staff are trained.
Ensures that locations have working demonstration connections to show all of Cogeco’s services to customers. Works with Technical Operations to ensure connections are possible and then store/ builder management to devise the correct location to install the service.
Works with Retailers to solve customer escalations in a satisfactory manner.
Retrieves and compiles various data for weekly updates of active campaigns and standard sales results.
Liaises with program suppliers to develop and implement marketing programs such as demonstrations, community events and outbound telemarketing.
Communicates all relevant information/ materials to internal groups (IT, Tech. Ops) and external partners.
Trains retail partners and 3rd party call centre to ensure that program offers & policies are adhered to.
Manages EPPs to ensure that data is up to date and accurate.
To attend all relevant functions for both Retail partners and Home Builder associations
Assists with special projects, and performs other duties as required.
As part of their work, employees must take all necessary measures to ensure their own health & safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

5 to 8 years of sales and marketing experience with a minimum of 3 years account management in dealing with National or Regional partners in a retail environment.
2 to 3 years of retail merchandising experience

SPECIFIC COMPETENCIES

Self motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
Self motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
Proficient in Microsoft Office products including Excel, PowerPoint, Word & Access.
Ability to interpret computer data with prior experience in sales analysis, sales reporting.
Understanding of budget accounting.
Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions.
General understanding of broadband, telecom, and cable and Internet industries is an asset.
Valid Ontario drivers license
Ability to travel on a weekly basis
Ability to work retail hours

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Technical Sales Representative

LOCATION : Chatham/Kent

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies, standards and available tools, the incumbent is responsible for local sales and providing technical field support to all Cogeco subscribers within a designated area and/or designated multiple dwelling units. The incumbent is expected to sell, deliver and install Cogeco’s products and services in a timely and professional manner. It is also expected that the incumbent is responsible for maximizing building penetration/revenues, and ensuring an optimal level of quality customer service. This includes, but is not limited to; identifying and closing sales opportunities, managing customer and landlord relationships, installation calls to include connections, adds, moves, changes, deletions of services and service related work.

KEY RESPONSIBILITIES

Responsible for sales in assigned area(s): including initiating contacts, generating and following up on leads, and conducting sales demos/presentations. Identifying needs of prospective customers, and closing the sale within agreed timeframes and quality standards.
Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoot and repairs advanced services. This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
Building and fostering positive relationships with building superintendents & customers, identifying their needs and responding in a timely manner with the utmost professionalism.
Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
Maintains MDU panels/pedestals in accordance with property owners and Cogeco’s design specifications. Makes necessary repairs as needed, or as a minimum reports substandard quality through the Cogeco referral process.
Performs various administrative duties such for all technical and sales activities. Maintains statistical paperwork, route sheets and customer work orders.
Provides regular status updates to Sales and Technical Operations Managers. Escalates issues as required.
Maintains accurate tool, test equipment and vehicle maintenance records and information.
Attends Cogeco and Industry training and developmental events to maintain technical & sales skills and knowledge. Provides reports on such activity.
Performs other duties/tasks as assigned. This includes assisting other departments as required.
As part of their work, employees must take all necessary measures to ensure their own health & safety and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College diploma in Electronics, preferably to the Technician or Technologist level would be an asset.
CATV, Telecommunications or related technical training certificate would be an asset.

WORK EXPERIENCE

Retail sales, technical sales support and/or outbound telesales experience and/or a working knowledge of the sales cycle and cross-selling skills would be an asset.
Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry.

SPECIFIC COMPETENCIES

Mechanical aptitude is required to complete Installations and repairs.
General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
Demonstrated knowledge and commitment to following and encouraging safe work practices.
Strong interpersonal and customer service focus.
Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
Detail oriented and possess sound organizational, problem solving, analytical and reporting skills.
Superior organizational and analytical skills with the ability to independently manage multiple priorities.
Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
Self motivated and able to work independently and take initiative in identifying and resolving problems.
Valid Ontario drivers license and eligibility to drive Cogeco vehicles.
Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

Required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
Must satisfy the visual acuity test requirements (ie: depth perception, color, distance and peripheral vision).

Apply now by email: careers@cogeco.com

Network Head End Technician

LOCATION : Cornwall

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for the installation, operation and timely maintenance of all aspects of the Network Head Ends in Cogeco’s Ontario systems. This also includes all associated microwave/hub sites, SONET transport as well as maintenance of all Digital/VOD platform edge devices. The position objective is to ensure that all of Cogeco source CATV signals, Internet data processing and Digital platform signal quality is maintained at a level equal to or greater than Cogeco’s Engineering Standards of Performance to ensure a strong competitive position in the Ontario marketplace.

KEY RESPONSIBILITIES

Perform preventative maintenance tasks weekly and monthly as per Directed Maintenance Objectives. These are to include Audio, Video, Sonet, Microwave, Internet, Digital, VoIP and Environmental performance checks.
Assist in the development and implementation of Network Upgrades. This is to include CMTS Installations and expansion, Node and Upstream Return wiring, Node Splits, Sonet Equipment, RPDs, MPS shelves, Rebuild and Monitoring Systems (Pathtrack, Clearpath, and AM).
Remedy Ticket Tracking for All Directed Maintenance Activity is to be performed daily, weekly and monthly. Also required to assist in the development of targets for Directed Maintenance as new services are deployed.
Assist in the implementation of New Services. This is to include testing and system verification and act as a technical resource representing Technical Operations during Project phases.
Perform Preventative Maintenance activities at the Node and Launch Amplifiers in conjunction with Network Facing CRT’s to certify critical points in the Network on a routine basis as prescribed by the Directed Maintenance Charter.
Assist in the co-ordination of Category 1 Directed Maintenance Activities as required. Noise problems, customer escalated referrals and complex troubleshooting of Digital and HSI platform problems.
Performs technical evaluations of new products and equipment and develops formalized reporting on the findings.
Provides technical assistance to field staff and to Lab Tech (where present) and other departments as required.
Completes paperwork, records and logs associated with equipment and system maintenance to meet Industry and Cogeco standards.
Must participate in all Network Certification programs as deemed appropriate by Cogeco Cable.
Performs other duties as required.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College diploma in relevant discipline required.
Certification in Electronics, Electronics Engineering , preferably to the Technician or Technologist level is an asset.
Society of Cable Television Engineers endorsed NCTI Broadband Advanced Technician certification is preferred.

WORK EXPERIENCE

10 +years experience in the Technical Operations and Maintenance of CATV-Telecommunications Systems. In depth understanding of Broadband, Cable, Telecommunications or Internet industries and technology preferred.
Previous RF Network and/or Digital Platform maintenance and telephony experience preferred.
Previous telephony experience, particularly IP, would be an asset.

SPECIFIC COMPETENCIES

Mechanical aptitude required to complete complex repairs and corrections.
Thorough working knowledge of CATV, Internet, cable television products and services required.
Solid understanding of Digital and Analog technologies and how this pertains to specific Cogeco Services – Internet, CATV, VOD and VOIP required.
Use of MS Office applications at an intermediate level (Word, Excel, Access and PowerPoint, Visio) is required.
Working knowledge of HP Open View, Oracle and Remedy, is preferred.
A+ Certification is preferred.
General understanding of Broadband, Cable, Telecommunications or Internet industries and technology preferred.
Strong verbal and written communication skills to compile and prepare data into logical reports.
Ability to work independently, in a self-managing manner, yet flexible to a collaborative team approach on specific tasks.
Demonstrated logical problem solving skills.
Ability to prioritize and organize own work, and coordinate large project activities with others.
Ability to manage projects including estimating time lines and costs, breaking down tasks, assigning priorities and providing timely management reporting.
Solid interpersonal skills with a winning customer service attitude and high level of professionalism.
“On Call Rotation” requires incumbent works all hours of the day, weekends and holidays.
Frequent and stressed deadlines, interruptions and fast paced working environment.
Valid Ontario Drivers license and eligibility to drive Cogeco vehicles.

PHYSICAL DEMANDS AND VISUAL ACUITY

Occasionally required to lift up to 70 lbs and work on fibreglass extension ladders.
Must be able to satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).

Apply now by email: careers@cogeco.com

Network System Planner

LOCATION : Hamilton

(1 Full Time Position)

SUMMARY

In accordance with established capacity management and monitoring procedures, policies, standards and available tools, the incumbent is responsible for the planning (sizing and timing) for all Cogeco network infrastructure/facilities within their system’s licensed area. The Network System Planner is accountable for the capacity management, monitoring, assignment management, deployment and issuance of network infrastructure builds, rebuild/rehabs and network augments work orders; ensuring they are providing proactive, cost efficient solution in order to build and maintain a leading edge technology network.

KEY RESPONSIBILITIES

Produces system designs for tendering and construction of Cogeco’s service offerings. Taking into consideration optimization of the network infrastructure to meet existing/future service requirements, utilizing cost effective methods of design and implementation.
Determine the scope and priority of network augmentation jobs including timing, sizing and costing prerequisites (materials, labour, contractors, utilities, etc.) in order to create a project budget.
Provide design direction, technical and process leadership to fellow network planners and other interfacing groups.
Work within a broader team of Network Managers and Project Managers on various leading edge projects as required.
Maintains project files; prepares Capital Expenditure Authorisation forms; prepares documentation for project cost analysis and scheduling of project timelines. Keeps management and stakeholders advised of project status up-dates.
Coordinates and exchanges information with other departments, vendors, third parties and municipalities.
Undertakes routine field visits to gather pertinent information regarding project scope, etc. Liaises with utilities, property owners, government agencies, developers and consultants for the purpose of co-ordinating engineering efforts.
Monitors projects from the preliminary plans to the release of all necessary permits, applications and system plans to the Implementation department. Amends and approves designs as required.
Provides assistance to the Director Network Planning and/or Lead Hand in preparing monthly budgets and capital forecasts.
Provides assistance to field technicians and Construction Co-ordinators in interpreting their designs and authorising change requests.
Performs other duties and/or projects as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, municipalities and third party associates; the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma in relevant discipline or combination of equivalent education and work experience required

WORK EXPERIENCE

5-8 years experience in a communications planning and design related field.
2 years experience in a CATV environment.

SPECIFIC COMPETENCIES

Working knowledge of Internet systems, digital cable, network technology and there interconnectivity / coordination.
Ability to read and understand Network Schematic diagrams.
Formulate optimal solution(s) while taking into account cost, timing, technology & service availability.
Health and Safety Certified is preferred. Good knowledge of H&S regulations and practices for construction is preferred.
Advanced PC skills and an intermediate proficiency in MS Office applications (Word, Excel, Access, PowerPoint, Project, Visio, and Outlook) are required.
Process oriented with solid problem solving and analytical skills.
Detail oriented (accurate/thorough). Highly organized.
Strong verbal and written communication skills.
Experienced in effectively coordinating portions of multiple projects and working with conflicting priorities in a fast-paced environment. Ability to execute multiple tasks simultaneously, efficiently and within a pre-determined time frame.
Able to “think outside the box” and see impact of decisions/actions. Demonstrated thoroughness, follow-up, time management skills are required.
Solid interpersonal skill with a winning customer service attitude and high level of professionalism.
Able to establish positive working relationships and work in intra-departmental work teams.
Self motivated with the ability to take initiative in identifying and resolving problems independently. Ability to monitor owns work for quality is required.
Valid Class G Ontario Driver’s licence

PHYSICAL DEMANDS AND VISUAL ACUITY

Apply now by email: careers@cogeco.com

Sales Representative, Ontario Business Solutions

LOCATION : Hamilton

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for executing direct sales strategies to meet and/or exceed set acquisition targets for Business High Speed Internet and Commercial Phone service customers. The incumbent is expected to sell and deliver Cogeco’s products and services in a timely and professional manner while resolving customer issues, maximizing building penetration/revenues, and ensuring an optimal level of quality customer service. In addition, this position will be responsible for maintaining existing business and increase penetration of these accounts while establishing new accounts for our products in the assigned territory.

KEY RESPONSIBILITIES

Responsible for sales in assigned area(s); including initiating contracts, generating and following up on leads, conducting sales demos/presentations, building/maintaining relationships, identifying the needs of prospective customers and closing the sale within agreed timeframes and quality standards within the Small/Medium Business marketplace.
Cultivate and maintain relationships with commercial contacts ensuring strong business relationships through active participation in Chamber of Commerces, Business Associations and other business networking opportunities.
Responsible for gathering information, developing and executing creative approaches to acquire customers for Cogeco’s Business High Speed Internet Access and our Commercial Phone services.
Responsible to develop and execute presentations for seminars, workshops and other group selling opportunities.
Responsible for achieving and exceeding sales targets.
Develops new business opportunities including new customer prospects and cold calling.
Responsible for the submission and accuracy of all necessary sales activity reporting.
Assists with other departmental requests as required and performs special projects or other duties as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

Minimum of 2-5 years sales experience is required with a working knowledge of sales cycle and demonstrated up-selling skills, preferably in a communications environment. Must have proven experience in varied and complex selling situations.

SPECIFIC COMPETENCIES

Excellent negotiation and influencing skills with potential sales leadership qualities.
Working knowledge of Windows 95/98/2000/NT/XP. Experience with LANs, WANs and network implementation.
Understanding of VPN technologies an asset.
Highly motivated, performance driven with the ability to work under pressure.
Detail oriented with the ability to analyze and identify sales opportunities, troubleshoot and resolve customer issues.
Strong listening and communication (verbal/written) skills.
Demonstrated interpersonal skills with a winning professional customer service attitude.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work and to contribute to teams.
Valid Ontario Driver’s licence.
General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Extensive travel.

Apply now by email: careers@cogeco.com

Customer Facing Technician

LOCATION : Kingston

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services. This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
Performs other duties/tasks as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required.
A+ certification preferred.

WORK EXPERIENCE

Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

Mechanical aptitude required to complete required repairs and corrections.
General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
Demonstrated knowledge and commitment to following and encouraging safe work practices.
Strong interpersonal and customer service focus.
Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
Superior organizational and analytical skills with the ability to independently manage multiple priorities.
Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
Self motivated and able to work independently and take initiative in identifying and resolving problems.
Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
Required to work in all weather conditions

Apply now by email: careers@cogeco.com

Sales Representative, Ontario Business Solutions

LOCATION : Oakville

(1 Full Time Position)

SUMMARY

KEY RESPONSIBILITIES

Responsible for sales in assigned area(s); including initiating contracts, generating and following up on leads, conducting sales demos/presentations, building/maintaining relationships, identifying the needs of prospective customers and closing the sale within agreed timeframes and quality standards within the Small/Medium Business marketplace.
Cultivate and maintain relationships with commercial contacts ensuring strong business relationships through active participation in Chamber of Commerces, Business Associations and other business networking opportunities.
Responsible for gathering information, developing and executing creative approaches to acquire customers for Cogeco’s Business High Speed Internet Access and our Commercial Phone services.
Responsible to develop and execute presentations for seminars, workshops and other group selling opportunities.
Responsible for achieving and exceeding sales targets.
Develops new business opportunities including new customer prospects and cold calling.
Responsible for the submission and accuracy of all necessary sales activity reporting.
Assists with other departmental requests as required and performs special projects or other duties as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

Minimum of 2-5 years sales experience is required with a working knowledge of sales cycle and demonstrated up-selling skills, preferably in a communications environment. Must have proven experience in varied and complex selling situations.

SPECIFIC COMPETENCIES

Excellent negotiation and influencing skills with potential sales leadership qualities.
Working knowledge of Windows 95/98/2000/NT/XP. Experience with LANs, WANs and network implementation.
Understanding of VPN technologies an asset.
Highly motivated, performance driven with the ability to work under pressure.
Detail oriented with the ability to analyze and identify sales opportunities, troubleshoot and resolve customer issues.
Strong listening and communication (verbal/written) skills.
Demonstrated interpersonal skills with a winning professional customer service attitude.
Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
Open to change with a learning attitude towards work and to contribute to teams.
Valid Ontario Driver’s licence.
General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Extensive travel.

Apply now by email: careers@cogeco.com

Customer Facing Technician

LOCATION : Peterborough

(1 Full Time Position)

SUMMARY

KEY RESPONSIBILITIES

Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services. This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
Performs other duties/tasks as assigned.
As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required.
A+ certification preferred.

WORK EXPERIENCE

Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

Mechanical aptitude required to complete required repairs and corrections.
General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
Demonstrated knowledge and commitment to following and encouraging safe work practices.
Strong interpersonal and customer service focus.
Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
Superior organizational and analytical skills with the ability to independently manage multiple priorities.
Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
Self motivated and able to work independently and take initiative in identifying and resolving problems.
Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
Required to work in all weather conditions

Apply now by email: careers@cogeco.com