Customer Service Technician - (NOC - Level 1) (Gatineau, Québec, CANADA)

We are increasing our customer service team in Canada.

The ideal candidate should have 2+ years of experience in customer service help desk support of telecommunications systems. Network/IT experience is also required. In addition, the candidate should have experience in the following:

As part of the Network Operations Center (NOC) team, perform Tier 1 technical support on 24/7 basis to Solacom customers.
Respond and troubleshoot alerts received from system and escalate as required to ensure integrity of the customer’s system
Work with customers to resolve problems
Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up
Generating reports and returns, update system documentation for customer installations
Assessing existing systems and providing recommendations for improvement
Dispatch on-site technician when required.
Serving as liaison between customers and Solacom’s Research and Development technical staff by communicating problems and trends in order to assist in correcting errors

Position Requirements:

Willingness to work overnight, evenings and week-ends.
Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience
Knowledge of VoIP and IP Networking and Telephony
Knowledge of all equipment in common use in Central Office and remote sites,
An understanding of industry standard installation practices and policies for equipment, power and grounding
Good problem solving skills
Good computer skills (Windows and Linux)
Self motivated and good judgment
Good interpersonal skills when working with customers
Proven ability to work unsupervised
High level of professionalism and integrity
May need to undergo a security background check

Apply now »