Customer Service Technician (Level 2)

Location: Gatineau
Position Type: Permanent / Full time
Travel Required: Yes

Job Purpose: Provide Excellent Customer Services and quality responses to Solacom’s Customer.

Key Responsibilities:

  • Respond and troubleshoot alerts received from system or issues reported by customers; resolve or escalate as required to ensure integrity of the customer’s system

Duties / Deliverables:

  • As part of the Network Operations Center (NOC) team, perform Tier 2 technical support to Solacom customers (24/7 pager rotation).
  • 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 to assist in correcting errors

Skills/Qualifications:

  • 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