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Job title: Customer service technician IILocation: Saskatoon, SK (On-site)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.Comtech workplace:Comtech is successful because our employees go the extra mile to build highly reliable emergency call management solutions — and because we take customer service to heart.Key Responsibilities:Be an integral part of the customer team by:Participating in daily and weekly team meetingsAct as the main point of contact for all support questions and requestsContributes to team effort by accomplishing related results as requiredDevelops customer's staff by providing technical information, training and knowledge transferWork with team to coordinate and schedule all maintenance activitiesProvide on-site support of 911 Call Handling Equipment Travel to backup centre and remote PSAPs as requiredDuties / Deliverables:Your responsibilities will include, but are not limited to:This position requires the technician to be at the customer facility, Monday to Friday, 8:00am to 4:00pmOn-call and off shift support activities as requiredMonitor system alerts and review system logsOpening trouble tickets, documenting action steps and the resolution of the problem including follow-upInstall, 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. features/improvements. Generate reports and product returns (RMA)Accurately document all actions taken related to the deployment and support activities. Assist in the development of technical projects.Assets and Requirements:Electronic Technician or Technologist Diploma/Telecommunication Technician Excellent knowledge of VoIP and IP Networking and TelephonyKnowledge of all equipment in common use in Central Office and remote sites, including installation, test and commissioningAn understanding of industry standard installation practices and policies for equipment and powerExcellent 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. Personal Suitability:Ability to work independently, as part of a team, behind the scenes, and customer facing. Excellent problem solving skillsAble to manage multiple tasksSelf-motivated and good judgmentGood interpersonal skills when working with customersHigh level of professionalism and integrityUndergo customer security clearance Complete all customer mandatory trainingComtech 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.