Cst - Customer Service Technician Tier 2

Position Title: Customer Support Technician - Tier II

Location: Gatineau, Québec

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 Solacom a workplace of choice in the Ottawa-Gatineau high-technology sector.

**The Customer Service Technician is responsible to provide excellent customer services and quality responses to Solacom’s customer.**

**Key Responsibilities**:

- Under the supervision of the Technical Support Director, provides Tier II level support for Next-Gen EG9-1-1 customers.
- Perform advanced troubleshooting for complex technical support issues to assist customers in the resolution of support issues with equipment and software
- Provide a high level of expertise on issues related to VoIP, SIP, Network, IP based call delivery issues, and ALI and PSAP data delivery.
- Manage escalation of issues appropriately to stakeholders (i.e., specialty groups such as Wireless and VoIP Engineers, DBA’s, LEC Services, and Development teams.)
- Resolves escalated ticket request and communicates resolution to both internal and external customers Act as resource for NOC personnel (documentation, knowledge sharing through training)
- Actively participate in customer calls to assist with troubleshooting and providing action plan
- Develop and administer processes as related to incident resolutions and disaster recovery management
- Perform advanced provisioning and fault resolution
- Manage Maintenance and Outage notification processing
- Required to serve in an on-call rotational schedule for 24x7 escalation support and to work on weekends, evenings, and non-standard work hours as mission needs arise
- Other duties as assigned

**Skills/Qualifications**:

- Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience
- 5 Years + Network Operating Center or Customer Service experience
- Fluent English verbal and written communication skills required
- Conversational French communication skills is an asset
- Strong knowledge and experience of IP Networking
- VoIP and Telephony experience is an asset
- Knowledge of standard equipment use in Central Office and remote sites is an asset
- Networking basics experience in domains, active directory, DHCP, DNS is required
- Familiarity with networks, switches, routers, ASA, (SNMP, Syslog Research, troubleshooting)
- Experience with structured cabling, cable termination and circuit testing (i.e. POTS, T1, PR1, CAMA) is highly desired
- Hands on experience with LAN’s, WAN’s and CISCO switches, as well as knowledge of Wire Shark, traces, remote access, etc. is highly desired
- Excellent 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
- Able to work weekends, evenings, and non-standard work hours
- Must be able to pass required background checks
- Travel may be required

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.