Sr Field Support Representative

Platinumtechnologiesinc; Calgary; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Platinumtechnologiesinc is seeking a Sr Field Support Representative to provide comprehensive field-based support and mentorship on operational and tactical communications and information systems. The role requires travel, with domestic travel about one week per quarter and international assignments of eight consecutive weeks per year.

The position emphasizes training end users, acting as SME with system integration teams, and developing field reports and workarounds to improve system usage and

Qualifications

• Minimum ten (10) years of Canadian military experience.
• Experience with Land Command, Control, Computers, Communications, Cyber, Intelligence, Surveillance, and Reconnaissance.
• Experience in a land tactical environment (exercise, expeditionary, domestic operations).
• Demonstrated leadership ability.

Responsibilities

• Provide training, mentorship, and field support to end users (classroom & field).
• Serve as SME with System Integration Teams.
• Assist with installation and maintenance issues.
• Communicate issues between users and the Integration Project Team.
• Produce written reports on field observations, equipment, procedures and training.
• Document solutions and field-based workarounds.
• Provide ongoing feedback from the field to improve SOPs.
• Support field upgrades and re-installation tasks.
• Travel domestically and internationally as required.
• Perform other duties as needed.

Skills

Training

Mentoring

Field support

Communication

Leadership

System integration

Troubleshooting

Job description

The Sr Field Support Representative (FSR) provides comprehensive support and mentoring to users in the field on any supported operational and tactical communications and information systems both domestically and overseas. Successful candidates will be required to travel domestically an average of one week per quarter, and internationally a minimum of 8 consecutive weeks per year.

Tasks include, but are not limited to:

• Providing training, mentorship, guidance and support (both in the classroom & in the field) to end users;
• Working with System Integration Teams as the Subject Matter Expert;
• Assisting with installation and maintenance issues;
• Communicating issues between users and members of the Integration Project Team;
• Reporting, diagnosing and developing workarounds for problems with systems and their functionality, hardware, software, firmware, operating manuals, training and usage;
• Providing written reports identifying observations from the field, to include but not limited to, the delivered baseline, equipment, procedures and training;
• Providing reports detailing solutions that have been created in the field;
• Providing ongoing feedback from the field force, as required;
• Assessing the usage of systems and recommending changes to training and standard operating procedures as required;
• Assisting with field upgrades, installation, re-installation and modification;
• Able to travel both domestically and internationally, as required; and
• Other duties as and when needed.

Depth of Knowledge Required:

Must be able to:

• Support ideas with details and examples.
• Communicate with appropriate language to the purpose and audience.
• Design investigations for a problem.
• Develop a model for complex situation.
• Apply a concept in other contexts.

Experience Required:

• Must have minimum ten (10) years of Canadian military experience in any trade. Canadian Army experience preferred.
• Experience in the employment of systems covered under the umbrella of Land Command, Control, Computers, Communications, Cyber, Intelligence, Surveillance, and Reconnaissance.
• Demonstrable experience working in a land tactical environment (exercise, expeditionary, and domestic operations).
• Demonstrated leadership ability.

Security Clearance Requirements:

• Must be a Canadian citizen who is able to obtain and maintain a Government of Canada Secret Security Clearance and a positive Controlled Goods Assessment