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Senior Technical Support Specialist

April 19 2017
Industries IT: Software
Categories Help Desk, System administrator, Telecommunication
Montreal, QC

Position :                      Senior Technical Support Specialist

Direct report :               Manager, Customer Services

Location :                     Montreal

 

RESPONSABILITIES

Responds to phone and e-mail questions quickly and with courtesy;

Offer require technical support to clients;

Participate in sorting waiting tickets and redistribute as per priorities;

Maintain an log of resolved incidents as per procedures;

Participate in resolving more complexe problems (new installations, upgrades, etc.);

Maintains a thorough knowledge of the products and follow required trainings;

Recommand better procedures, methodology, etc. to improve team overall performance;

Works closely with R&D team;

Share information with internal departments (R&D, technical support, professional services, etc.);

Reproduce reported incidents by the clients to better understand how the product works;

Participate to products installations;

  1. Must be available during off hours (on call); this function is shared equally between the team;

  2. Must be available to travel occasionally to assist with product installations;

EXPERIENCE, EDUCATION, SKILLS

  • BAC in Telecommunications / Computer Sciences
  • Excellent Troubleshooting abilities.
  • Excellent verbal and written skills.
  • Coaching and mentoring, coordinates and provides orientation and training to Technical Support Analysts.
  • Highly organized with strong attention to detail, while also able to manage multiple priorities.
  • Ability to work in a fast-paced, high-intensity work environment.
  • Proven ability to influence and work effectively across all levels of the organization.
  • Must have ability to remain calm and professional in a fast paced environment.
  • Ability to adjust work schedule to meet work requirements (flexible work options)
  • 3 to 5 years of VoIP experience is preferred
  • 3 to 5 years of experience in technical support

  • V.Good Knowledge in Windows 2003/2008/2012
  • Experience/knowledge with the following Technologies and protocols TCP/IP, Ethernet, LAN, WAN, and IP routers..
  • V.Good Knowledge of Microsoft Active Directory, Exchange server, DNS, SMTP, DHCP, TFTP, FTP, HTTP, XML
  • T38 SIP, H323, MGCP, VOIP, Troubleshooting experience.
  • Bilingualism (French & English)

           Assets:

  • MSCE or Cisco Certification
  • Cisco / Avaya / Alcatel / Nortel knowledge
  • Experience in the fax industry
  • Technical support experience in VOIP environment

 

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