Job Title: Senior Installation Technician Support
Department: Customer Support
Revision Date: 8/27/25
Location: Australia
Level: S3

POSITION SUMMARY:

The senior support technician will be responsible for the installation and support of the NG911 Call Handling Equipment at customer locations across Australia.

QUALIFICATIONS:

• Excellent knowledge of VoIP and IP Networking and Telephony
• Excellent knowledge of LAN and WAN Network Protocols: L2, L3, VLANs, MPLS, VPLS, QoS
• Excellent knowledge of Firewalls, VPN protocols, SSL/TLS, SFTP, and SMTP communications.
• Excellent knowledge of a wide variety of hardware and software: switches, routers, Windows, Linux, Wireshark. Experience with Cisco switches and routers desired
• Excellent computer skills – windows and Linux based
• 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
• PBX knowledge/experience
• Microsoft WSUS or BigFix knowledge/experience
• Knowledge and understanding of legacy and IP PBXs, SBCs, B2BuAs and Proxies
• Knowledge and understanding of SIP telephony and related protocols
• Continually adapt to changing equipment, operating environments, and customer requirements, learn and receive formal, informal, and peer training on new equipment, software, and methods.

EXPERIENCE:

• Minimum 5 years’ experience in network management and customer service

EDUCATION:

• University Degree in Telecommunications, Network Technology or Engineering

• Responsible for the installation, configuration, troubleshooting, and testing of Next Generation 911 equipment, including switches, routers, firewalls, as well as other supporting equipment necessary to the overall operation of the system
• 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
• Perform installation and configuration of Windows Servers, Linux Servers, Windows Workstations, and other proprietary systems necessary to the overall operation of the system
• On-site and remote technical troubleshooting and customer assistance/problem resolution.
• Travel to backup centre and remote PSAPs as required
• Open trouble tickets, documenting action steps and the resolution of the problem including follow-up
• Perform system software and hardware upgrades
• Assist in scheduling and complete re-occurring Microsoft, Linux and other 3rd party software vulnerability patching
• Provide on-site training and coaching during and after the go-live phases of project
• Understand and support organization’s policies, procedures, processes, goals, and objectives
• Generate reports and returns, update system documentation for customer installations
• Serving as liaison between customers and Solacom’s Research and Development technical staff, Project Managers and other internal teams