Managed Services Technician

6 days ago

Gatineau, Canada COMTECH TELECOMMUNICATIONS Full time

Job title: Managed Services Technician

Location: Gatineau, QC

Reports: Customer and operations support manager

Revision date: 3/29/24

Key Responsibilities:

- Install, update and maintain Antivirus Solution.
- Install, update and maintain Microsoft Patch Management.

Duties / Deliverables:

- Provide Managed services to all Solacom customers covered by these services
- You may be requested to perform work outside regular day shift schedule.
- Open service and trouble tickets on regular basis and update tickets to reflect actions taken, resolution achieved or further action required.
- Dispatch remote on-site technician if required.
- Work with customers and VARs to understand, troubleshoot and ensure problem resolution.
- Follow-up with customer to ensure customer satisfaction with resolution.
- Assessing existing systems and provide recommendations for improvement.
- Generate reports as required

Skills/Qualifications:

- Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience.
- 1 Years Network Operating Center or Customer Service experience.
- Willingness to work on a flexible schedule.
- Microsoft WSUS knowledge.
- Knowledge and experience of IP Networking.
- Good computer skills (Windows and Linux).
- Working knowledge of supported browsers
- Working knowledge of Microsoft Office.
- Good problem solving skills.
- Self-motivated and good judgment.
- Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
- Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records, focus on multiple priorities and handle high alerts volumes in a fast paced environment.
- Proven ability to work unsupervised.
- High level of professionalism and integrity.
- VoIP and Telephony experience is an asset.
- Good communication and written skills in English.
- Conversational French communication is an asset.
- Knowledge of standard equipment use in Central Office and remote sites is an asset
- May need to undergo a security background check.

**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.**

Titre du poste : Technicien en services gérés

Lieu : Gatineau (Québec)

Relève de : Responsable du support client et des opérations

Date de révision : 3/29/24

Principales responsabilités:

- Installer, mettre à jour et maintenir la solution antivirus.
- Installez, mettez à jour et maintenez Microsoft Patch Management.

Fonctions / Livrables:

- Fournir des services gérés à tous les clients de Solacom couverts par ces services
- Il se peut qu'on vous demande d'effectuer des travaux en dehors de l'horaire normal des quarts de jour.
- Ouvrez les billets de service et d'ennui sur une base régulière et mettez à jour les billets pour refléter les actions prises, la résolution obtenue ou d'autres mesures requises.
- Dépêchez un technicien sur place à distance si nécessaire.
- Travaillez avec des clients et des VAR pour comprendre, dépanner et assurer la résolution des problèmes.
- Suivi avec le client pour assurer la satisfaction du client avec la résolution.
- Évaluer les systèmes existants et formuler des recommandations d'amélioration.
- Générer des rapports selon les besoins

Compétences/qualifications:

- Technicien en électronique ou technologue Diplômé/Technicien en télécommunications ou expérience équivalente.
- 1 an d'expérience dans le centre d'exploitation du réseau ou le service à la clientèle.
- Volonté de travailler selon un horaire flexible.
- Connaissance de Microsoft WSUS.
- Connaissance et expérience de la mise en réseau IP.
- Bonnes compétences en informatique (Windows et Linux).
- Connaissance pratique des navigateurs pris en charge
- Connaissance pratique de Microsoft Office.
- Bonnes compétences en résolution de problèmes.
- Auto-motivé et bon jugement.
- Les compétences en matière de service à la clientèle, de communication, d'écoute et de relations humaines sont nécessaires pour déterminer les besoins des clients, comprendre et relayer l'information, établir des relations positives, la confiance et la confiance et participer en tant que membre efficace de l'équipe.
- Le souci du détail, les compétences organisationnelles et de gestion du temps sont essentielles pour entrer avec précision les données, tenir des dossiers, se concentrer sur de multiples priorités et gérer des volumes d'alertes élevés dans un environnement au rythme rapide.
- Capacité prouvée de travailler sans supervision.
- Haut niveau de professionnalisme et d'inté

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