The Technical Support Specialist I reports directly to the Director of Tecnical Support.
Main Duties
- Responds to level 1 and 2 phone & email-based technical support, fielding incoming customer and partners calls related to support of company product lines, hardware and software
- Answers questions and performs initial triage on problem reports
- Maintains consistent and accurate logs of support incidents using Sagem-Interstar's established approaches
- Resolves difficult problems encountered in new installations or upgrades
- Maintains a thorough knowledge of the company's products through continuous training and experience
- Performs customer call backs as needed, and deals with people in a courteous and professional manner
- Prepares reports and recommendations on problem resolution. (SalesLogix & TestTrack Database, internal CRM system)
- Works closely with Technical Consultants in order to escalate serious problems regarding company software products
- Sets up test lab installations, in order to reproduce customer issues
- Traveling may be required in order to install, train and present on Sagem-Interstar’s products
- Provide weeknight and weekend pager support on rotation with other support employees
Required Competencies
- Strong networking knowledge, including: LAN topology, IP routing, TCP/IP, SMTP
- Strong Windows 2000/2003/2008 understanding
- Network hardware understanding of routers, switches, hubs, Ethernet
- Must have training, education or experience related to Microsoft / Linux technology
- Bilingualism (French & English)
Education & Assets
- DEC/BAC in Telecommunications / Computer Sciences
- Technical degree or certification
- Cisco / Avaya / Alcatel / Nortel knowledge
- VoIP experience
- Experience in fax industry
- Knowledge of T.38, SIP, H.323, MGCP protocols
- Technical support experience in a VOIP environment
Competitive salary with complete fringe benefits package.
We verify references. No recruiting agencies please.
Use our online application form and upload your CV directly.