About the role

Customer Service Technician troubleshooting VoIP, networking, and 911 systems for Comtech Allerium’s emergency communications infrastructure. Managing escalations, tickets, and 24x7 support.

Responsibilities

Respond to and troubleshoot system alerts, escalating as required to protect customer-system integrity
Perform advanced troubleshooting for complex equipment and software support issues
Provide remote technical support to customers and value-added resellers on VoIP, SIP, networking, IP-based call delivery, and 911 call and data delivery
Escalate tickets and collaborate with Tier III technicians, System Engineering, R&D, Product Line Management, and other groups
Communicate resolutions to internal and external customers
Manage assigned open trouble tickets and document actions, resolutions, and required follow-up
Follow up with customers to ensure satisfaction
Participate in a rotating 24x7 escalation-support on-call schedule, including weekends, evenings, and non-standard hours as mission needs arise
Perform other duties as assigned

5+ years of Network Operating Center or customer service experience
Willingness to work rotating shifts: day, evening, night, and weekend
Electronic Technician or Technologist Diploma, Telecommunications Technician Diploma, or equivalent experience
Networking basics in domains, Active Directory, DHCP, and DNS
Familiarity with networks, switches, routers, ASA, SNMP, and Syslog troubleshooting
Hands-on experience with LANs, WANs, and Cisco switches
Knowledge of Wireshark, traces, and remote access
Working knowledge of Microsoft Excel, Word, and PowerPoint
Fluent English communication and writing skills
May need to undergo a security background check
Ability to work unsupervised with professionalism, integrity, sound judgment, and problem-solving skills
Industry-recognized Network+, ITIL, or Cisco certifications are a plus
Four-year college degree is a plus
Must successfully complete pre-employment drug screening