Field Technician Support II

at  COMTECH TELECOMMUNICATIONS

Job title : Field Technician II
Department : Customer support
Reports to : Director, Customer support
FSLA : Full-time
Last modified : 10/17/24
Location : Laval, QC
At Comtech, 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 Comtech a workplace of choice.

SKILLS/QUALIFICATIONS:

• Minimum 5 years experience in network management and customer service
• Electronic Technician or Technologist Diploma/Telecommunication Technician
• Excellent knowledge of VoIP and IP Networking and Telephony
• Knowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioning
• An understanding of industry standard installation practices and policies for equipment and power
• Excellent knowledge of LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS.
• Excellent knowledge of a wide variety of hardware and software: switches, routers, Windows, Linux, Wireshark. Experience with Cisco switches and routers desired.
• Excellent knowledge of Firewalls, VPN protocols, SSL/TLS, sFTP, and SMTP communications.
• Knowledge and understanding of legacy and IP PBXs, SBCs, B2BuAs and Proxies.

COMTECH TELECOMMUNICATIONS CORP. IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY OR PROTECTED VETERAN STATUS.

Titre du poste : Technicien de terrain II
Département : Soutien à la clientèle
Relève de : Directeur, Soutien à la clientèle
FSLA : Temps plein
Dernière modification : 17/10/24
Lieu : Laval, QC
Chez Comtech, la gestion des communications de sécurité publique n’est pas une ligne de touche, c’est notre seul objectif. Nos solutions multimédias de gestion et de gestion des appels 9-1-1 axées sur l’utilisateur reposent sur plus de 30 ans de recherche et d’innovation dans l’application de technologies matérielles et logicielles de pointe pour la sécurité publique. Aujourd’hui, nos solutions 9-1-1 soutiennent des milliers d’organismes qui touchent des millions de vies chaque année. Des environnements urbains denses aux déploiements étatiques, provinciaux et nationaux, nos solutions sont fiables pour rationaliser les processus de traitement et de gestion des appels 9-1-1 et permettre une collecte plus efficace de renseignements essentiels dans les situations d’urgence.
Nous nous efforçons de repousser les limites de la technologie pour créer des solutions de pointe pour les clients du monde entier. C’est exigeant et stimulant, mais c’est aussi très gratifiant - et nous pensons que cela aide à faire de Comtech un lieu de travail de choix.

COMPÉTENCES/QUALIFICATIONS :

• Minimum de 5 ans d’expérience dans la gestion de réseau et le service à la clientèle
• Technicien en électronique ou technologue Diplômé/Technicien en télécommunications
• Excellente connaissance de la VoIP et de la mise en réseau ET IP et de la téléphonie
• Connaissance de tous les équipements couramment utilisés dans les bureaux centraux et les sites éloignés, y compris l’installation, l’essai et la mise en service
• Une compréhension des pratiques et des politiques d’installation standard de l’industrie pour l’équipement et l’alimentation
• Excellente connaissance des protocoles réseau LOCAL et WAN : L2, L3, VLAN, MPLS, VPLS, QoS.
• Excellente connaissance d’une grande variété de matériel et de logiciels : commutateurs, routeurs, Windows, Linux, Wireshark. Expérience avec des Commutateurs et des Routeurs de Cisco désirés.
• Excellente connaissance des pare-feu, des protocoles VPN, des communications SSL / TLS, sFTP et SMTP.
• Connaissance et compréhension des PBX hérités et IP, des SBC, des B2BuAs et des proxys.

KEY RESPONSIBILITIES:

• Be an integral part of the Laval Police team by:
• Participating in daily and weekly team meetings
• Acting as the main point of contact for all support questions and requests
• Contributing to team effort by accomplishing related results as needed
• Developing customer’s staff by providing technical information, training and knowledge transfer
• Working with team to coordinate and schedule all maintenance activities
• Provide on-site support of 911 Call Handling Equipment
• Travel to backup centre and remote PSAPs as required

DUTIES:

• This position requires the technician to be at the customer facility, Monday to Friday, 8:00am to 12:00pm and 1:00pm to 5:00pm
• On-call and off shift support activities required
• Monitor system alerts and review system logs
• Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up
• Install, configure, and troubleshoot switches, routers, firewalls, as well as other supporting equipment necessary to the overall operation of the system.
• Install and configure software on the end-user’s devices using appropriate guidelines and requirements.
• Review new software releases with customer and schedule upgrade with Managed Services Team.
• Assist remote team with Guardian upgrades and patch management deployment.
• Serve as a customer facing representative for technical issues, bug reports, or request for Interface between customer and internal support and development teams, as necessary.
• Generate reports and product returns (RMA)
• Accurately document all actions taken related to support activities.
• May assist in the development of technical projects.