Customer Service Technician Tier 2

5 months ago

Saskatoon, Canada COMTECH TELECOMMUNICATIONS Full time

Job title: Customer service technician II

Location: Saskatoon, SK (On-site)

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.

**Comtech workplace**:
Comtech is successful because our employees go the extra mile to build highly reliable emergency call management solutions — and because we take customer service to heart.

**Key Responsibilities**:
Be an integral part of the customer team by:

- Participating in daily and weekly team meetings
- Act as the main point of contact for all support questions and requests
- Contributes to team effort by accomplishing related results as required
- Develops customer's staff by providing technical information, training and knowledge transfer
- Work with team to coordinate and schedule all maintenance activities
- Provide on-site support of 911 Call Handling Equipment
- Travel to backup centre and remote PSAPs as required

**Duties / Deliverables**:
Your responsibilities will include, but are not limited to:

- 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 as required
- Monitor system alerts and review system logs
- Opening trouble tickets, documenting 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 request for Interface between customer and internal support and development teams, as necessary.
- features/improvements.
- Generate reports and product returns (RMA)
- Accurately document all actions taken related to the deployment and support activities.
- Assist in the development of technical projects.

**Assets and Requirements**:

- 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 customer security clearance
- 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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