Lead Customer Support Technician

3 weeks ago

Cambridge, Ontario, 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, our commitment to public safety communications management is paramount. We specialize in user-focused, multimedia 9-1-1 call handling and management solutions, drawing on over 30 years of expertise in advanced hardware and software technologies for public safety. Our 9-1-1 solutions are utilized by numerous agencies, impacting millions of lives each year.

We are dedicated to advancing technology to develop innovative solutions for clients globally. While the work is demanding and challenging, it is also highly rewarding, contributing to Comtech's reputation as a preferred workplace.

Key Responsibilities:

  • Actively engage with the Waterloo Regional Police team by:
    • Participating in regular team meetings
    • Serving as the primary contact for all support inquiries and requests
    • Contributing to team success by achieving related objectives as necessary
  • Deliver on-site support for 911 Call Handling Equipment
  • Travel to backup centers and remote Public Safety Answering Points (PSAPs) as needed
  • Enhance customer staff capabilities through technical information, training, and knowledge sharing
  • Collaborate with the team to plan and schedule all maintenance tasks

Duties:

  • This role requires the technician to be present at the customer facility during standard business hours
  • On-call and off-hours support may be necessary
  • Monitor system alerts and analyze system logs
  • Create trouble tickets, document action steps, and track the resolution of issues, including follow-up
  • Install, configure, and troubleshoot networking equipment such as switches, routers, and firewalls essential for system operation.
  • Install and configure software on end-user devices following established guidelines and requirements.
  • Review new software releases with customers and coordinate upgrades with the Managed Services Team.
  • Assist remote teams with software upgrades and patch management.
  • Act as a customer-facing representative for technical issues, bug reports, or requests for communication between customers and internal support and development teams.
  • Generate reports and manage product returns (RMA)
  • Thoroughly document all actions taken related to support activities.
  • May assist in the execution of technical projects.

Skills/Qualifications:

  • Electronic Technician or Technologist Diploma/Telecommunication Technician
  • Strong understanding of VoIP, IP Networking, and Telephony
  • Familiarity with equipment commonly used in Central Office and remote sites, including installation, testing, and commissioning
  • Knowledge of industry-standard installation practices and policies for equipment and power
  • Comprehensive understanding of LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS.
  • Proficient in a variety of hardware and software: switches, routers, Windows, Linux, Wireshark. Experience with Cisco equipment is preferred.
  • Solid knowledge of Firewalls, VPN protocols, SSL/TLS, sFTP, and SMTP communications.
  • Understanding of legacy and IP PBXs, SBCs, B2BuAs, and Proxies.

Personal Suitability:

  • Ability to work independently, collaboratively, and in customer-facing roles.
  • Exceptional problem-solving skills
  • Able to manage multiple priorities
  • Self-motivated with sound judgment
  • Strong interpersonal skills when interacting with customers
  • High level of professionalism and integrity
  • Must undergo a security clearance check
  • Complete all mandatory training required by the customer

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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