Associate Sfs Tech Support Specialist - Montréal, Canada - Intrado

Intrado
Intrado
Verified Company
Montréal, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Intrado is looking to hire an
Associate SFS Tech Support Specialist in Canada to join our Life & Safety business segment.


Essential Duties:


  • Responsible for providing advanced troubleshooting for customer related issues in adherence to departmental policies and procedures.
  • Perform advanced and escalated tasks to include troubleshooting and resolution, database and network monitoring, and external customer support.
  • Provide additional departmental support in escalated technical problem resolution.
  • Prepare and distribute a variety of metrics reports; participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, root cause analysis, and coordinating tasks.

Minimum Qualifications

Education:


  • Degree from an accredited college with major coursework in MIS, computer science, or a related field is required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience:


  • Minimum 6 years technical customer service experience required, preferably in a helpdesk environment.
  • Minimum 1 year experience in the 911 or public safety industry required.

Technical:


  • Minimum 5 years' experience with networking, Windows based servers and workstations required
  • Minimum one year experience with SQL preferred
  • Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred
  • Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc.) required
  • Basic telephony knowledge (e.g. MDF, tip and ring punch down, color codes, POTS, etc.) required
  • Intermediate knowledge of public safety industry hardware and software troubleshooting procedures required
Other

  • Will be required to carry and on call pager for technical support issues
  • Intermediate knowledge of MS Excel, Word, and Outlook required

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