At Novus, we reimagine how people connect - and our Installations Support and Dispatch team plays a key role in making those connections possible. By supporting our Installation team with service provisioning, technical expertise, and day-to-day coordination, you'll help deliver a seamless installation experience from start to finish.
Who we are…
Novus is a rapidly growing company offering the best in Internet, TV, and home phone services. We are known for our cutting-edge fiber optic network and provide reliable, high-performance connectivity across the Greater Vancouver area to residential and business customers. We pride ourselves on best-in-class customer service and our customers are always at the heart of our decisions. We collaborate with an open mind to bring cutting-edge technology to our customers as we continue to strive for success and growth. As a company, we focus on leaning in on our passion, uniqueness, and diversity by providing an inclusive environment for our employees. We are proud to live, work, and play in the communities we serve actively giving back through various initiatives throughout the year.
Why Join Novus?
- Established in 1996, we are proudly headquartered in beautiful Vancouver, conveniently located near bus routes and Skytrain stations.
- We offer a comprehensive benefits package after 3 months of full-time employment.
- We offer generous education reimbursement and employer-matching GRRSP programs to support your growth.
- Our wellness program is designed to support your overall health and well-being.
- You'll have opportunities for professional development, access to cutting-edge technology, and be a part of a supportive, collaborative work culture as we embrace continuous improvement.
- It’s your birthday! Take the day off to celebrate.
- Love dogs? You’ll be in good company – there are many roaming the office.
- Our Fun Club will have you socializing with activities throughout the year and tasty treats on Fridays will satisfy your cravings.
The Position
The Installations Support and Dispatch – provides technical, dispatch, and administrative support for installation, service activation, troubleshooting, and customer account management. This role serves as a key liaison between customers, field technicians, building management, and internal departments to ensure seamless service delivery and an exceptional customer experience. The position requires strong technical knowledge of internet, television, and phone services, as well as excellent organizational and communication skills.
Key Responsibilities
Service Provisioning & Activation
- Register and configure customer routers.
- Enable and activate video services.
- Enable, refresh, and troubleshoot phone services.
- Perform Positron and GPON authentication processes.
- Add, remove, and upgrade customer service packages during installations.
- Add and provision customer equipment.
Technical Support & Troubleshooting
- Provide Tier 1 and Tier 2 technical support for internet, television, and phone, services.
- Troubleshoot internet speed, Wi-Fi connectivity, and port link speed issues.
- Diagnose and resolve IPTV and television service issues.
- Review DHCP logs and IPTV performance graphs to identify service concerns.
- Support and troubleshoot WPS mesh and IPTV network configurations.
- Escalate complex issues when required and coordinate resolutions with technical teams.
Dispatch & Scheduling
- Review technician schedules and installation calendars to optimize daily routing and resource utilization.
- Monitor technician workloads throughout the day and adjust schedules to accommodate cancellations, emergency service requests, and priority work.
- Coordinate after-hours service calls and ensure timely follow-up.
- Communicate work order assignments, schedule changes, and service updates to technicians.
Service Coordination & Administration
- Communicate with building managers regarding installations, service appointments, and access requirements.
- Maintain key, access tag, and inventory records.
· Maintain installation materials, and tool inventory, ensuring adequate stock levels.
- Maintain and update building information file.
- Coordinate activities between Installation, Construction, Network Admins, Sales other internal departments.
Required Qualifications and Skills
Education & Experience
- High school diploma or equivalent required.
- Telecommunications, networking, or technical support experience preferred.
- Experience supporting internet, television, and phone services is an asset.
Technical Skills
- Understanding of GPON, IPTV, DHCP, and networking fundamentals.
- Knowledge of Wi-Fi troubleshooting and customer premise equipment.
- Experience with service provisioning and activation systems.
- Ability to interpret system logs, performance graphs, and diagnostic tools.
Core Competencies
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Strong organizational skills and attention to detail.
Ability to work independently and collaboratively across departments
You are…
A Technical Problem Solver
You enjoy troubleshooting technical issues and finding solutions. Whether you're provisioning services, diagnosing connectivity concerns, or supporting our Installation team, you're confident navigating technical systems and helping resolve issues efficiently.
Organized and Detail-Oriented
You thrive in a fast-paced environment where managing multiple priorities is part of the job. From coordinating installations and maintaining inventory to updating building information and customer records, you keep everything organized and running smoothly.
A Collaborative Team Player
You enjoy working closely with others and understand that great service is a team effort. By partnering with our Installation team, Network Administrators, Sales, and building managers, you help ensure installations and service requests are completed seamlessly.
Customer-Focused
You understand that every interaction matters. Whether you're activating services, supporting technicians, or assisting customers with technical issues, you're committed to delivering a positive experience with professionalism and care.
Proactive and Adaptable
You're comfortable juggling changing priorities and responding to unexpected challenges. You take initiative, communicate effectively, and are always looking for ways to improve processes and support the team.
Committed to Excellence
You take pride in accuracy and quality. By ensuring services are provisioned correctly, equipment is configured properly, and issues are resolved efficiently, you help deliver the reliable connectivity and exceptional service our customers expect from Novus.
At Novus, we are dedicated to fostering a warm, inclusive environment where everyone feels they belong. We embrace diversity and inclusion and are committed to ensuring all employees feel valued, respected, and empowered to share their unique perspectives and talents. Our goal is to remove barriers so that everyone, regardless of background, identity, or ability, has the opportunity to thrive. Join us in fostering a culture where everyone feels at home!
We welcome applications from all qualified individuals and will provide accommodations throughout the recruitment process. If you require accommodation at any stage of the hiring process, please contact us and we will work with you to support your needs.
How to Apply
Please submit your resume and a cover letter detailing your experience and qualifications to: [email protected]
Thank you to all applicants for your interest in this position. Only those selected to proceed to the next stage of the recruitment process will be contacted. We appreciate your understanding.
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
