Sr. Technical Support Consultant

Published date: 2021/03/24
  • Location: Mississauga, Ontario, Canada

What you’ll be doing:

Are you interested in helping to secure and enable reliable operations of a nation’s critical infrastructure? Our Company develops products and solutions that do just that. Utilizing the companies designed secure networking and edge computing platform for Industry 4.0 and Industrial IoT applications, the Company is developing innovative cybersecurity, industrial communications, big data, and AI/machine learning solutions for Smart Grids, Intelligent Transportation Systems, and other critical infrastructure industries. Our Company is seeking individuals to help build the next generation solutions for our global customer base at our Corporate Headquarters in Mississauga, Ontario.

As a Sr. Technical Support Consultant at iS5 Communications Inc. you will be responsible for being the first point of contact for our customers, troubleshooting, and providing technical support. You will be part of the team that creates and executes industry leading communication devices in terms of innovation, security, and performance.

This position reports to an EVP of Marketing and Customer Success.

Responsibilities:

  • Research, strategize, develop and implement training material.
  • Provide both Pre-Sales and Post-Sales Support.
  • Ability to handle customer priority issues to resolution.
  • Participate in Customer meetings to discuss and analyze training or Network Design requirements.
  • Provide weekly updates on escalated issue to team members and management.
  • Ability to meet with end-users and gather functional requirements.
  • Proven ability to work independently with minimum guidance.
  • Help to promote the Consulting and Training Services to customers.
  • Work closely with other departments and stakeholders on projects.
  • Assist with the development of CRM trouble ticketing system for support.
  • Assist and develop processes for Technical Support team.
  • Team-oriented and works collaboratively to achieve team goals.
  • Ability to travel to customer site where required to assist in troubleshooting.
  • May on occasion where required attend tradeshows

Qualifications:

  • University Degree or College Diploma in Computer Science, Computer Engineering, Networking, Telecommunications
  • 7 plus years practical experience with strong knowledge of L2/L3 protocols – OSPF, BGP, MPLS, RSTP, TCP/IP, Cyber Security – Firewalls, IDS, RBAC, RADIUS/TACACS, IPV6, SNMP, NMS.
  • Preferably experience in Industrial Networking IT/OT SCADA applications is a plus.
  • Industry Certifications: CCNP, JNCP, CISSP or higher
  • Strong technical troubleshooting and diagnostic skills, ability to implement quick workarounds to technical problems.
  • User Acceptance Testing (UAT) and debugging using tools like Wireshark.
  • Excellent command of the English language (written and spoken).
  • Teamwork and Collaboration; Adaptability; Initiative, Integrity, Individual Accountability, Organizational Excellence.
  • Advanced MS Suite Knowledge.
  • To fit in our growing and diverse team, you must be:
    • Critical thinker and problem solver
    • Proactive and energetic, creative and self-starter
    • Team-oriented and collaborator, committed to the organization and its vision.

What iS5Com offers:

At iS5 Communication Inc. our team is everything! You will have an opportunity to join a dynamic, fast-paced, and collaborative team. Some of the perks our team members have are:

  • Medical, Dental and Vision care benefits
  • Access to public transportation
  • Flexible work hours
  • Casual Friday dress code all week long
  • Employee Referral Programs
  • And more!

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Job details

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iS5 Communications
Full-time

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