Senior Customer Service Technician Support

4 weeks ago

Cambridge Ontario KB, Papineau, Canada COMTECH TELECOMMUNICATIONS Full time

Job Title: Senior Customer Service Technician Support

Reports To: Director Customer Support

FLSA Status: Full Time Employee

Location: Waterloo, ON

At Comtech, public safety communications management is not a sideline, it's our single focus. Our user-centric, multimedia 9-1-1 call handling and management solutions are built on more than 30 years of research and innovation in the application of advanced hardware and software technologies for public safety. Today, our 9-1-1 solutions support thousands of agencies affecting millions of lives annually.

We thrive on pushing the technology envelope to create leading-edge solutions for customers around the world. It’s demanding and challenging, but it is also very rewarding - and we think it helps make Comtech a workplace of choice.

Key Responsibilities:

  • Be an integral part of the Waterloo Regional Police team by:
    • Participating in daily and weekly team meetings
    • Acting as the main point of contact for all support questions and requests
    • Contributing to team effort by accomplishing related results as needed
  • Provide on-site support of 911 Call Handling Equipment
  • Travel to backup centre and remote PSAPs as required
  • Develop customer's staff by providing technical information, training and knowledge transfer
  • Work with team to coordinate and schedule all maintenance activities

Duties:

  • This position requires the technician to be at the customer facility, Monday to Friday, 8:00am to 4:00pm
  • On-call and off shift support activities required
  • Monitor system alerts and review system logs
  • Open trouble tickets, document action steps and the resolution of the problem including follow-up
  • Install, configure, and troubleshoot switches, routers, firewalls, as well as other supporting equipment necessary to the overall operation of the system.
  • Install and configure software on the end-user’s devices using appropriate guidelines and requirements.
  • Review new software releases with customer and schedule upgrade with Managed Services Team.
  • Assist remote team with Guardian upgrades and patch management deployment.
  • Serve as a customer facing representative for technical issues, bug reports, or requests for interface between customer and internal support and development teams, as necessary.
  • Generate reports and product returns (RMA)
  • Accurately document all actions taken related to support activities.
  • May assist in the development of technical projects.

Skills/Qualifications:

  • Electronic Technician or Technologist Diploma/Telecommunication Technician
  • Excellent knowledge of VoIP and IP Networking and Telephony
  • Knowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioning
  • An understanding of industry standard installation practices and policies for equipment and power
  • Excellent knowledge of LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS.
  • Excellent knowledge of a wide variety of hardware and software: switches, routers, Windows, Linux, Wireshark. Experience with Cisco switches and routers desired.
  • Excellent knowledge of Firewalls, VPN protocols, SSL/TLS, sFTP, and SMTP communications.
  • Knowledge and understanding of legacy and IP PBXs, SBCs, B2BuAs and Proxies.

Personal Suitability:

  • Ability to work independently, as part of a team, behind the scenes, and customer facing.
  • Excellent problem solving skills
  • Able to manage multiple tasks
  • Self-motivated and good judgment
  • Good interpersonal skills when working with customers
  • High level of professionalism and integrity
  • Undergo security clearance check
  • Complete all customer mandatory training

Comtech Telecommunications Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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