Technical Support Specialist

Cartel Communication Systems Inc.; City of Langley; Remote; CAD 55,000 - 72,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to provide exceptional post-sales support. This role is pivotal in ensuring client satisfaction and maintaining service level commitments. The ideal candidate will have a strong technical background in telephony, networking, and IT infrastructure, along with excellent communication skills. Join a forward-thinking company where your critical thinking and creative troubleshooting abilities will shine. This position offers an opportunity to work with cutting-edge technology and engage with a diverse client base, making a significant impact on the success of the organization.

Qualifications

• 2+ years in technical customer support with a focus on networking.
• Experience with RF coverage and mission-critical recording systems.
• Ability to manage client relationships across various industries.

Responsibilities

• Provide post-sales support and ensure client satisfaction.
• Troubleshoot and resolve technical issues with a focus on quality service.
• Engage with clients and manage relationships effectively.

Skills

Telephony Systems

Networking

Computer Systems

RF Distribution Systems

Critical Thinking

Creative Troubleshooting

Client-Facing Communication

Education

Technical Support Experience

Hands-on Networking Experience

IT Infrastructure Experience

Tools

Wireshark

Active Directory

SIP

Windows Desktop and Server

Job description

The Technical Support Specialist is a key resource in the ongoing support and service of our clients and their systems. The position resides within the Technical Support department, which is responsible for post-sales support and NOC services. Technical Support Specialists are strong technically with a broad range of skills including telephony, networking, computer systems, and RF distribution systems.Being bilingual, French and English, is desired to support our diverse customer base.

Critical to the role is the ability to deliver a quality of service that aligns with a Centre of Excellence and Cartel’s ISO 9001:2015 accreditation. The Technical Support Specialist ensures that our service level commitments are maintained or exceeded, and that service is delivered with client satisfaction as the focal point. A Technical Support Specialist will be gifted in critical thinking and creative troubleshooting. The position is predominantly tactical and essential to the daily success of Cartel and its objectives.

This role reports to the Director of Technical Support.

Required Skills and Qualifications:

• Experience with telephony systems, information technology, security, in-building RF coverage or another related field.
• Minimum two (2) years of hands-on experience with configuration, commissioning, and troubleshooting of networking and IT infrastructure.
• Minimum two (2) years of experience in a technical customer support environment
• Minimum two (2) years of experience in mission-critical recording
• Minimum two (2) years’ experience in switching, routing and firewall design and implementation for industrial, public safety and/or transit networks.
• Have existing or be able to qualify for Canadian government security clearance.
• Have experience with the following:

oSIP

oActive Directory / LDAP

oIP Routing

oWireshark

oWindows Desktop and Server

oHardware Troubleshooting

oReporting and Analysis

• Works well in team settings and independently when required. You will be communicating using a wide range of mediums, so be prepared to email, talk and text to work through challenging activities.
• Must have the ability to engage with and manage relationships with a varying degree of client roles across a broad range of industries.
• Excellent client-facing communication skills. Dedicated to meeting or exceeding the expectations and requirements of internal and external customers.
• Learns quickly when facing new problems; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find creative solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Picks up on technical knowledge quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Performance Expectations:

First three months:

• Understands the Cartel business, its philosophy, key drivers, the business cycle, key clients, active projects, and how projects are managed from sales through the bid process, through all facets of project management
• Established rapport with other departments, understands coworkers’ scope of responsibility and more specifically, the Technical Support team's current priorities and workloads.
• Familiar with the wide range of systems and technologies that Cartel designs, deploys and supports. This includes Coverage Technologies and Enabling Technologies.
• Shadowing other Technical Support Specialists and Project Specialists to absorb and learn the products and services.

By the end of six months:

• Comfortable engaging with clients and their technical peers.
• Demonstrating technical competency on over 75% of the systems currently under SLA
• Working with pace, responsiveness and providing quality support to clients, which is captured in detail within the ticketing system
• Well-versed in the functions of the other departments/teams.

By the end of one year:

• Autonomous. Requires little direction with day-to-day activities but uses the escalation workflows when applicable.
• Issues that arise through execution are documented, communicated, and approaches to resolve them are proposed in confidence. Little support is required to address issues.
• Capable of speaking and articulating with confidence the technical aspects of our product and technology lines to our clients and customers.
• Provides input to the estimation of pre-sales SLA opportunities that support the Technical Support business unit
• Actively pursuing ongoing professional development and engaging team members in learning pursuits that will enhance their capabilities and ongoing value to the company and projects.

Success Measures

Communication: The position requires timely and effective communication to be successful. Daily status updates, routine reporting and pre-planning are all essential.

Effectiveness: Completing assignments on schedule and on time with a high degree of customer satisfaction. Cartel prides itself on quality, and the Technical Support Specialist is a highly visible customer-facing element.

Efficiency: The Technical Support Specialist often works in situations with time constraints. It's key to be efficient when identifying, troubleshooting, and resolving matters. When and where possible, cost efficiencies should be identified to reduce the organization's cost impacts and improve overall profitability.

Flexibility: Being flexible and creative is important. Often, job assignments can shift due to changing client requirements or other circumstances. Reacting to those changes by quickly reorganizing your schedule or identifying alternative tasks or assignments will be required.

Technical Knowledge: Our world is wireless communication technology. Being well-versed in the world of communication technology and wireless technology allows you to be a greater asset to the team and ultimately our customer base. The Technical Support Specialist will be exposed to a broad range of technology platforms, and being a lifelong learner who is constantly looking to improve their knowledge base is key.

Job Location:

• Based out of Langley, BC, Toronto, ON, or Remote (Canada)
• Travel: No regular travel

Salary Range:

• $55,000 - $72,000

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Telecommunications

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