Customer Service Technician – Tier 2

At Solacom (a subsidiary of Comtech Telecommunications Corp.), public safety
communications management is not a sideline, it’s our single focus. Our user-centric,
multimedia 9-1-1 call handling and management solutions are built on more than 30 years
of research and innovation in the application of advanced hardware and software
technologies for public safety. Today, our 9-1-1 solutions support thousands of agencies
affecting millions of lives annually. From dense urban environments to state, provincial,
and national deployments, our solutions are trusted to streamline 9-1-1 call handling and
management processes and enable more efficient collection of critical information in
emergency situations.

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.

Solacom workplace:
Solacom 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.
We also thrive on pushing the technology envelope to create leading-edge solutions for
customers around the world. It is demanding and challenging, but it is also very rewarding
— and we think it helps make Comtech Solacom a workplace of choice in the Ottawa-Gatineau high-technology sector.

Key Responsibilities:

Provide excellent Tier II level support and quality responses to Solacom’s customer.

Duties / Deliverables:
Your duties and deliverables will include but are not limited to:

  • 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.
  • Perform advanced troubleshooting of system faults, application errors and system
    fault isolation
  • 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 24×7 escalation support

Skills/Qualifications:

  • Electronic Technician or Technologist Diploma/Telecommunication Technician or
    equivalent experience
  • 5 Years + Network Operating Center or Customer Service experience
  • Excellent communication and written skills in English is required
  • Good communication skills in French is an asset
  • Must be able to work on rotating shifts (day, evening, night, weekend) and non-standard work hours
  • Strong knowledge and experience in IP Networking, VoIP and Telephony 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
  • May need to undergo several domestic/international security backgrounds
    checks
  • May be required to travel

If you believe you can contribute to the success of Solacom and have a strong track
record of performance in the field of information technology, we invite you to submit your
resume by mail or email as we offer a competitive salary and a wide range of benefits.
Comtech Solacom Technologies Inc.

80 Jean-Proulx
Gatineau, Québec
Canada J8Z 1W1
Email: viengdala.thirakoune@comtechtel.com

Comtech Solacom Technologies, Inc. is an equal opportunity employer. We wish to thank all applicants for their interest
and time in applying for our open positions; however, only candidates selected for interviews will be contacted.