IT Operations Engineer owning internal IT for gaiia’s telecom operating - system platform. Managing devices, access, support, compliance, and automation in a fully remote environment.
About the role
- Field Operations specialist remotely coordinating installations and troubleshooting technical issues for Ooma’s cloud communications and smart home services. Supporting field resources and documenting service resolutions across Canada.
Responsibilities
- Provide remote technical and operational support for field resources
- Coordinate installation activity
- Troubleshoot issues remotely
- Maintain accurate service documentation
- Schedule field resources with 3rd party dispatch vendors
- Serve as internal point of contact and provide support through phone, email, video, and service-management tools
- Support field resources during installations by clarifying requirements, reviewing information, and coordinating next steps
- Use remote diagnostic tools and documentation to troubleshoot hardware, software, network, configuration, and installation-related issues
- Set expectations and provide timely updates on progress, risks, and next steps
- Coordinate with field resources and internal teams to keep tasks and projects on schedule
- Complete service reports and document troubleshooting activity and resolutions
Requirements
- At least 2-3 years of experience in technical customer success, implementation coordination, remote technical support, service coordination, or a comparable customer-facing technical role
- Experience in a UCaaS or customer-service call-center environment is preferred
- Fluency in French, specifically Quebec French (Québécois)
- Strong technical aptitude and the ability to learn new hardware, software, and work processes
- Ability to use digital tools, including AI-assisted tools, to improve day-to-day productivity and work quality
- Working knowledge of inside or premises wiring, structured cabling, low-voltage wiring, telecommunications installations, or network cabling sufficient to support customers and field resources remotely
- Project coordination and client-management experience
Benefits
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- GRSP including employer match
- Employee Stock Purchase Plan
- Unlimited paid time off as well as corporate holidays observed
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Degree requirement
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