Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration.
We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!
The Technical Specialist, Rogers Business Managed Service is responsible for the day-to-day monitoring, support, troubleshooting, and administration of Cisco Meraki and Fortinet managed networking solutions for Rogers Business customers. The role helps maintain service availability, supports timely incident restoration, and delivers a consistent customer experience across managed Wi-Fi, firewalls, switching, SD-WAN, network security, and proactive monitoring services.
The specialist works closely with customers, internal technical teams, service delivery partners, Cisco Meraki Support, and Fortinet Support to investigate incidents, complete approved service changes, maintain technical records, and identify opportunities to improve service performance.
Key Responsibilities
Incident Management & Technical Support
Provide frontline technical support for Cisco Meraki and Fortinet solutions within Rogers Business Managed Service customer environments.
Troubleshoot connectivity, routing, switching, wireless, firewall, VPN, SD-WAN, and security-related incidents.
Manage incidents from initial diagnosis through service restoration and resolution while maintaining clear ownership and communication.
Escalate complex or high-impact issues appropriately and coordinate with Cisco Meraki Support, Fortinet Support, and internal technical teams.
Document troubleshooting activities, customer communications, actions taken, and resolution details in the approved ticketing platform.
Participate in major incident and service restoration activities when required.
Monitoring & Service Assurance
Monitor customer environments using the Cisco Meraki Dashboard, Forti Manager, Forti Analyzer, eView, and approved internal monitoring tools, as applicable to the supported service.
Respond to alarms, alerts, security events, and service-impacting conditions in accordance with established operating procedures.
Identify recurring issues, emerging trends, and potential service risks, and recommend corrective actions.
Perform assigned customer health checks, alarm validation, configuration reviews, and proactive service improvement activities.
Support approved firmware and security updates, patching, maintenance activities, equipment refreshes, and other operational initiatives across Meraki and Fortinet environments.
Configuration & Customer Requests
Complete approved moves, adds, changes, and deletions within the defined Rogers Business Managed Service scope.
Complete approved configuration changes for wireless SSIDs, firewall policies, VPN settings, SD-WAN, network policies, user access, guest Wi-Fi, web filtering, application control, and intrusion prevention services.
Support Day 2 operational onboarding, implementation handoff, and service-transition activities.
Maintain accurate customer network diagrams, configuration records, support notes, and internal documentation.
Ensure changes are completed accurately, validated, and documented in accordance with change-management requirements.
Operational Excellence
Contribute to knowledge articles, troubleshooting guides, standard operating procedures, and team training materials.
Identify opportunities to improve workflows, monitoring, ticket quality, automation, and the customer support experience.
Collaborate with peers and senior technical resources to improve team capability and operational consistency.
Participate in new-product readiness, pilot activities, and continuous-improvement initiatives.
Maintain current technical knowledge through training, certification, and hands-on learning.
Qualifications
Required Qualifications
College diploma or university degree in networking, information technology, telecommunications, or a related discipline, or equivalent practical experience.
Experience supporting network or…
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