Sr Field Support Representative

Platinumtechnologiesinc; Ottawa; On-site; CAD 75,000 - 110,000; Full time

Job summary

Platinumtechnologiesinc is seeking a Sr Field Support Representative to mentor field users on operational and tactical communications and information systems, domestically and overseas. Successful candidates will travel domestically about one week per quarter and internationally for at least eight consecutive weeks yearly.

The role emphasizes training, collaboration with System Integration Teams as the SME, and diagnosing issues in the field.

Qualifications

• Minimum ten (10) years of Canadian military experience.
• Experience with Land Command, Control, Computers, Communications, Cyber, Intelligence, Surveillance and Reconnaissance.
• Demonstrated leadership in a land tactical environment (exercise, expeditionary, domestic ops).
• Must be a Canadian citizen able to obtain and maintain Secret Security Clearance.

Responsibilities

• Provide training, mentorship, guidance and support in classroom and field.
• Work with System Integration Teams as the SME.
• Assist with installation and maintenance issues.
• Communicate issues between users and the Integration Project Team.
• Report, diagnose and develop workarounds for system problems.
• Provide written field reports on observations, equipment and procedures.
• Offer field-based feedback to improve training and SOPs.
• Assist with field upgrades, installation and re-installation as required.
• Travel domestically and internationally as needed.
• Perform other duties as needed.

Skills

Mentoring

Training delivery

Communication

Leadership

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