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.