Senior Technical Support Specialist

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 innovation in advanced hardware and software technologies. Our solutions are vital for numerous agencies, impacting millions of lives each year.

We are dedicated to advancing technology to deliver cutting-edge solutions for clients globally. This environment is both demanding and rewarding, contributing to Comtech's reputation as a preferred workplace.

Key Responsibilities:

  • Become a vital member of the Waterloo Regional Police team by:
    • Engaging in daily and weekly team discussions
    • Serving as the primary contact for all support inquiries and requests
    • Supporting team objectives by achieving related outcomes as necessary
  • Deliver on-site assistance 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 organize and schedule all maintenance tasks

Duties:

  • This role necessitates the technician's presence at the customer facility during standard business hours
  • On-call and off-hours support will be required
  • Monitor system alerts and analyze system logs
  • Create trouble tickets, document actions taken, and outline problem resolutions including follow-up
  • Install, configure, and troubleshoot network devices such as switches, routers, and firewalls, along with other essential equipment
  • Install and set up software on end-user devices following appropriate guidelines
  • Review new software updates 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 related to support activities
  • May assist in the development 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
  • Proficient in LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS
  • Comprehensive knowledge of various hardware and software: switches, routers, Windows, Linux, Wireshark; experience with Cisco devices is preferred
  • In-depth understanding of Firewalls, VPN protocols, SSL/TLS, sFTP, and SMTP communications
  • Knowledge of legacy and IP PBXs, SBCs, B2BuAs, and Proxies

Personal Suitability:

  • Ability to work independently, collaboratively, and in customer-facing roles
  • Excellent problem-solving capabilities
  • Adept at managing multiple tasks
  • 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 customer 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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