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Join Our Team: Technical Support RepresentativeLocation: Hanover, ONPosition Type: Full TimeApply to: [email protected] About the RoleWe are seeking a motivated and customer-focused Technical Support Representative to join our Technical Support team. As part of our team, you will answer Customer requests and enquiries through telephone/email. The ideal candidate will have excellent communication and people skills to handle technical inquiries from our existing and prospective customers. In addition, they must be detail-oriented and embrace/drive change through growth and learning. Key Responsibilities: Technical Troubleshooting: Diagnose and resolve technical issues related to internet, telephone, TV and mobility services Customer Interaction: Respond promptly, accurately and professionally to customer inquiries through phone, email, or chat, ensuring customers are valued and supported. Equipment Setup and Support: Assist customers with setting up and configuring telecommunications equipment, such as modems, routers, and set-top boxes. Provide guidance on optimizing device performance and connectivity. Issue Documentation: Accurately log all customer interactions, technical issues, troubleshooting steps, and resolutions in the company’s ticketing system to maintain detailed records and ensure seamless follow-ups. Problem Escalation: Identify complex or unresolved issues requiring advanced technical expertise. Escalate these cases to higher-level support teams or specialized technicians, ensuring proper documentation and handoff. Education and Training: Educate customers on how to use self-service tools, troubleshoot common issues independently, and understand their telecommunications services. Empower customers with knowledge to enhance their overall experience. Collaboration with Teams: Work closely with colleagues in technical support, customer care, and field services to ensure customer issues are resolved efficiently and satisfaction is achieved. Product Knowledge: Stay informed about new product features, and service updates to provide accurate and up-to-date information to customers. Qualifications: Experience: Customer service or technical support experience, preferably in the telecommunications sector. Education: High school diploma or equivalent experience is required. Technical Skills: Proficiency with computers, technical understanding of the internet, and strong typing skills. Experience with general web-based applications. Knowledge of networking principles (e.g., IP, DNS, wireless networks) would be considered an advantage. Communication Skills: Exceptional communication and interpersonal skills including active listening, verbal and written communication skills. Organizational Skills: Ability to work in a fast-paced environment and handle multiple tasks effectively and manage workload efficiently. The successful candidate must have excellent attention to detail skills and the ability to follow company policies and procedures Problem-Solving & Decision Making: Strong troubleshooting skills with the ability to identify client needs, offer creative solutions, and resolve any challenges or obstacles that may arise. Customer-Centric Mindset: A passion for delivering exceptional customer service and ensuring customer success, with a focus on building long-term, mutually beneficial relationships. Flexibility – available to work evenings, weekends, and holidays as needed. Why Join Us: Career Growth: Be part of a company with opportunities for career advancement. Competitive Compensation: Enjoy a competitive salary with performance-based incentives and recognition for your contributions. Dynamic Environment: Join a fast-paced, supportive team in the telecommunications industry, where innovation and customer success are at the heart of what we do. If you would like to be considered for this opportunity, please submit your resume no later than Wednesday August 6, 2025, to [email protected] we thank all candidates for expressing interest in joining the Wightman team, only those candidates selected to progress in the recruitment process will be contacted.Wightman is an equal opportunity employer.

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Job Classification: Permanent, Full-time Department: Network Operations Direct Report: Manager, Network Operations Location:This is an in-office role based out of one of the following Wightman locations: • 58 14th Avenue, Hanover, ON *Preferred location*• 490 St Andrew St W, Fergus, ON• 587 Huron St, Stratford, ON About the RoleWe’re looking for a Network Analyst to join our growing team. This in-office role is essential to the day-to-day operations of our network infrastructure. Reporting to the Manager of Network Operations, you’ll help monitor, maintain, and expand our core network systems, troubleshoot incidents, and provide Tier 3 technical support.You’ll play a key role in keeping our systems running smoothly, participating in network projects, maintenance activities, and responding to escalations. You should be a strong team player, analytical thinker, and committed to delivering excellent customer service.This position involves primarily office-based work, with occasional travel within our service area and limited field work. Participation in a rotating on-call schedule is required. Key Responsibilities • Adhere to all health and safety policies and procedures.• Understand and support departmental and corporate performance metrics.• Collaborate with team members to manage daily operational responsibilities.• Respond to network events and alarms; troubleshoot and resolve issues promptly to meet service level objectives.• Conduct audits and monitoring related to network capacity and service performance.• Install, configure, and test networking hardware to meet internal standards.• Execute scheduled maintenance work and adhere to change management protocols.• Participate in after-hours maintenance windows and on-call rotation.• Test and validate new products against corporate requirements.• Maintain and update network documentation and diagrams.• Administer and support corporate LAN/WAN environments, including workstations and peripherals.• Operate company vehicles safely and according to policy.• Perform other duties as assigned based on business needs. Qualifications • Post-secondary education in Networking, Telecommunications, or Electronics.• Industry certifications such as Juniper JNCIA or Cisco CCNA (or higher) are required.• Strong understanding of networking protocols including TCP/IP, VoIP, IPTV multicast, and QoS.• Experience in telecom/networking roles is essential. Additional Assets: • Experience with Unix/Linux and Windows systems administration.• Familiarity with FTTH, DSL, and Adtran hardware.• Knowledge of Metaswitch or similar voice switching platforms.• Understanding of LTE, HSPA, and other cellular technologies.• Experience with SNMP and network monitoring tools.• Scripting experience (Python, Bash, Perl, Expect) is a plus.• Hands-on experience with –48VDC telecom power systems is beneficial.• Valid G-class driver’s license with a clean driving record and willingness to travel as needed.• Must be a strong team player with excellent communication and troubleshooting skills. Work Conditions • Some physical activity required: lifting, bending, kneeling, and extended periods of sitting.• Occasional outdoor work in varying weather conditions.• Travel for training may be required, including destinations outside of Canada.• Participation in 24/7 on-call rotation (one week at a time); after-hours support may be required. How to ApplyTo be considered for this opportunity, please send your resume and cover letter to: • HR at [email protected] Wightman is an equal opportunity employer. We thank all that express interest in joining our team, however only those candidates selected will be contacted regarding additional assessment stages.

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