About Job

CTC Undisclosed Job Location Canada Experience 3 - 6 yrs

Description

We are looking for a full time System Technologist.The successful candidate will:

Provide advanced technical support of Public Safety software solution in a fast-paced and dynamic environment.

Be the escalation point for complex trouble tickets.

Will have knowledge of desktop support, networking fundamentals (LAN, WAN, routing and switching), telephony hardware, troubleshooting software applications and diagnosing complex system architectures.

Be a diligent researcher and learner.

Love in-depth troubleshooting and reproducing issues.

Create, update, manage, and resolve support tickets.

Empower team via knowledge transfer.

Regularly interface with customers via phone and through remote connection.

Participate in on-call rotation as required.

Responsibilities include but not limited to:

Supports the operation, installation, maintenance and service of Solutions Products.

Provides Tier 3 customer and technical support via telephone to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution.

Manage tickets in a timely manner within service management tools.

Troubleshooting a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues.

Creating and maintaining strong customer relationships.

Deploying and managing software upgrades.

Act as escalation point for complex trouble tickets for Tier 2 Support.

Acts as the Technical Support escalation point for customer field service technicians.

Mentor customers in the areas of product knowledge, troubleshooting and case management.

Develop, maintain, review and delivers technical, product support and workflow documentation.

Participate in on-call rotation for support calls and escalations.

Works variable shifts dictated by support needs.

Qualifications:

Associates degree in Computer Science (or related degree) or equivalent work experience

3 years of customer support experience

Strong written and oral communication skills. (Fluent in French, oral and written)

Strong teamwork, interpersonal communication, and problem-solving skills.

Ability to handle stressful situations & troubleshoot critical issues while maintaining effective and professional communication with Customer and Management.

In depth installation, configuration and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operation Systems

Experience with Windows Domain architecture/ integration / Active Directory

Experience in providing Linux/UNIX technical support to customers

Experience with troubleshooting various server/desktop hardware related issues

Experience troubleshooting LAN/WAN

Experience troubleshooting 3rd party application integration

Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support.

Desired qualifications:

Microsoft MCSE or equivalent experience

Cisco CCNA certifications or related experience

Experience with VOIP applications

Experience with PBX (Asterisk or others) and Premise systems

Experience with VMware virtualization suites

Experience with Computer Telephony Integration (CTI) Applications

Experience with database related technology and administration (MySql or SQL Server)

Experience with Servers (Dell and HP)

Experience with firewalls and security related applications

Experience with GIS applications