Field Services

Solacom

Gatineau, Quebec

3d ago

Travel Required :

Occasional upon request (Canada, US, other)

Level / Salary Range : 60K to 65K

Job Purpose : Primary responsibilities will be as an installation technician but when not assigned to a project will be assisting support desk

Key Responsibilities :

Support VAR’s (Value added reseller) technical service team on Solacom VoIP solutions

Switch, router, firewall, gateway, PBX,VoIP, MAP, database, State wide network )

Respond and troubleshoot alerts received from system and escalate as required to ensure integrity of the customer’s system

Responsible for installation, configuration, troubleshooting and testing site infrastructure equipment

Duties / Deliverables :

As part of the Network Operations Center (NOC) team, perform Technical support on 24 / 7 basis shift rotation to Solacom customers (Rotating schedule assignment within the support team)

Open trouble tickets and on regular basis, update tickets to reflect actions taken, resolution achieved, or further action required

Dispatch remote on-site technician when required

Create Knowledge Base articles

Work with customers (mostly VAR technicians based in the US) to understand, troubleshoot and ensure problem resolution

Follow-up with customer to ensure customer satisfaction with resolution

Assessing existing systems and provide recommendations for improvement

Generate reports and update system documentation for customer installations

When required, serve as liaison between customers and Solacom’s Research and Development staff by communicating problems and trends in order to assist in correcting errors

Perform site surveys, asset management, and deployment of infrastructure assets to various site locations

Install and configure software on the end-user’s devices using appropriate guidelines and requirements

Accurately document all actions taken related to the deployment and support activities

Understand and support organization’s policies, procedures, processes, goals, and objectives

On-site technical troubleshooting and customer assistance / problem resolution

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

Performing system provisioning, and commissioning at customer site or in office

Training channel partners and end users

Assessing existing systems and providing recommendations for improvement

Assist in the development of technical projects

Skills / Qualifications :

3 Years’ + Network Operating Center or Customer Service experience.

Good communication and written skills in English

Willingness to work on rotating shift (day, evening, night, weekend).

Electronic Technician or Technologist Diploma / Telecommunication Technician or equivalent experience.

VoIP, Telephony, Firewall knowledge is an asset.

Good problem-solving skills

Good computer skills (Windows and Linux).

Working knowledge of Microsoft Excel, Word, PowerPoint

Self-motivated and good judgment.

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.

Proven ability to work unsupervised.

Will need to undergo a security background check.

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