Field Technician Support Ii

Job title : Field Technician II

Department : Customer support

Reports to : Director, Customer support

FSLA : Full-time

Last modified : 10/17/24

Location : Laval, QC

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 Comtech a workplace of choice.

**Comtech workplace**:
Comtech is successful because our employees go the extra mile to build highly reliable emergency call management solutions — and because we take customer service to heart.

**Key Responsibilities**:

- Be an integral part of the Laval Police team by:

- Participating in daily and weekly team meetings
- Acting as the main point of contact for all support questions and requests
- Contributing to team effort by accomplishing related results as needed
- Developing customer's staff by providing technical information, training and knowledge transfer
- Working with team to coordinate and schedule all maintenance activities
- Provide on-site support of 911 Call Handling Equipment
- Travel to backup centre and remote PSAPs as required

**Duties**:

- This position requires the technician to be at the customer facility, Monday to Friday, 8:00am to 12:00pm and 1:00pm to 5:00pm
- On-call and off shift support activities required
- Monitor system alerts and review system logs
- Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up
- Install, configure, and troubleshoot switches, routers, firewalls, as well as other supporting equipment necessary to the overall operation of the system.
- Install and configure software on the end-user’s devices using appropriate guidelines and requirements.
- Review new software releases with customer and schedule upgrade with Managed Services Team.
- Assist remote team with Guardian upgrades and patch management deployment.
- Serve as a customer facing representative for technical issues, bug reports, or request for Interface between customer and internal support and development teams, as necessary.
- Generate reports and product returns (RMA)
- Accurately document all actions taken related to support activities.
- May assist in the development of technical projects.

**Skills/Qualifications**:

- Minimum 5 years experience in network management and customer service
- Electronic Technician or Technologist Diploma/Telecommunication Technician
- Excellent knowledge of VoIP and IP Networking and Telephony
- Knowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioning
- An understanding of industry standard installation practices and policies for equipment and power
- Excellent knowledge of LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS.
- Excellent knowledge of a wide variety of hardware and software: switches, routers, Windows, Linux, Wireshark. Experience with Cisco switches and routers desired.
- Excellent knowledge of Firewalls, VPN protocols, SSL/TLS, sFTP, and SMTP communications.
- Knowledge and understanding of legacy and IP PBXs, SBCs, B2BuAs and Proxies.

**Personal Suitability**:

- Ability to work independently, as part of a team, behind the scenes, and customer facing.
- Excellent problem solving skills
- Able to manage multiple tasks
- Self-motivated and good judgment
- Good interpersonal skills when working with customers
- High level of professionalism and integrity
- Undergo security clearance check
- Complete all customer mandatory 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.**

Titre du poste : Technicien de terrain II

Département : Soutien à la clientèle

Relève de : Directeur, Soutien à la clientèle

FSLA : Temps plein

Dernière modification : 17/10/24

Lieu : Laval, QC

Nous nous efforçons de repousser les limites de la technologie pour créer des solutions de pointe pour les clients du monde entier. C'est exigeant et stimulant, mais c'est aussi très gratifiant - et nous pensons que cela aide à faire de Comtech un lieu de travail de choix.

**Lieu de travail comtech**:
Comtech a du succès parce que nos employés font un effort supplémentaire pour créer des solutions de gestion des appels d'urgence très fiables - et parce que nous prenons le service à la clientèle à cœur.

**Principales responsabilités**:

- Faites partie intégrante de l'équipe de la Police de Laval en:

- Participer à des réunions d'équipe quotidiennes et hebdomadaires
- Agir comme principal point de contact pour toutes les questions et demandes d'assistance
- Contribuer à l'effort d'équipe en accomplissant des résultats connexes au besoin
- Développer le personnel du client en fournissa