Title: Senior Managed Services Technical Support
Department: Managed Serices
Revision Date: 12/4/2024
FLSA Status: Exempt
Location: Gatineau, QC (Remote)
Level: S3
Rate of Pay: $65,000 - $80,000 CAN

• Develop relationships with our customers and the Security operations center (SOC).
• Respond and troubleshoot alerts received from Cyber Security, Antivirus services, and Endpoint Detection and Response (EDR) team.
• Review Vulnerability Scans and develop and implement a remediation plan.
• Work with customers to remediate issues caught by the Security operations center (SOC)
• Research 3rd party vendors for security issues and develop remediation plans and communications.
• Use appropriate escalation paths to the Systems Engineering team if you are unable to resolve an issue.
• Support other team members of the Managed services team.
• Act as an Administrator for a customer-facing ticketing portal.
• Provide Managed services to all Solacom customers that purchased those service options.
• You may be requested to perform work outside the regular day shift schedule.
• Open service and trouble tickets regularly and update tickets to reflect actions taken, resolution achieved, or further action required.
• Create Knowledge Base articles.
• Follow-up with customers to ensure customer satisfaction with resolution.
• You may be requested on an occasional basis to be part of the support on-call rotation schedule or the shift support schedule to provide 24/7 service to our customers.
• Work can be performed remotely, or from our office in Gatineau, Q