Advanced Customer Service Engineer

3 weeks ago

Cambridge, Ontario, Canada COMTECH TELECOMMUNICATIONS Full time

Job Title: Senior Customer Support Technician

Reports To: Director of Customer Support

FLSA Status: Full Time Employee

Location: Waterloo, ON

At Comtech, our dedication to public safety communications management is paramount. We specialize in user-focused, multimedia 9-1-1 call handling and management solutions, leveraging over 30 years of innovation in advanced hardware and software technologies. Our solutions empower thousands of agencies, impacting millions of lives each year.

We are committed to advancing technology to develop cutting-edge solutions for clients globally. While the work is demanding and challenging, it is also immensely 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
    • Contributing to team objectives by achieving related outcomes 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 organize and schedule all maintenance tasks

Duties:

  • This role necessitates the technician's presence at the customer facility during standard working hours
  • On-call and off-shift support activities are required
  • Monitor system alerts and analyze system logs
  • Open trouble tickets, document action steps, and record problem resolutions, including follow-ups
  • Install, configure, and troubleshoot networking devices such as switches, routers, and firewalls, along with other essential equipment
  • Install and configure software on end-user devices following established guidelines
  • Review new software releases with customers and coordinate upgrades with the Managed Services Team
  • Assist remote teams with upgrades and patch management deployment
  • Act as a customer-facing representative for technical issues, bug reports, or requests for collaboration between customers and internal support and development teams
  • Generate reports and manage product returns (RMA)
  • Thoroughly document all actions taken regarding 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 Offices 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
  • Extensive knowledge of various hardware and software: switches, routers, Windows, Linux, Wireshark; experience with Cisco equipment is preferred
  • Solid 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 situations
  • Exceptional problem-solving skills
  • 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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