Emergency Call Handling NG911 Support Specialist

New

CanadaFull-TimeMiddle

Salary40,000 - 50,000 CAD per year

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Job Details

Minimum of 1 year of technical support experience.
Experience supporting Windows Server environments (2012 or newer).
Knowledge of Linux environments, particularly CentOS.
Understanding of networking concepts and network troubleshooting tools.
Experience with analog and/or digital telephony, particularly SIP protocols.
Familiarity with VMware and/or Linux KVM virtualization technologies.
Knowledge of HP server hardware and troubleshooting practices.
Strong written and verbal communication skills with professional fluency in English.
Excellent interpersonal skills and a customer-focused approach.
Ability to troubleshoot complex technical issues and manage stressful situations effectively.
Strong ownership mindset with the ability to follow issues through to resolution.
Schedule flexibility to support operational requirements.

Provide remote technical support to customers and partners using Emergency Call Handling and NG911 platforms.
Troubleshoot issues involving Windows and Linux servers, networking components, gateways, desktop applications, server hardware, and SIP-based telephony environments.
Create, manage, and update support tickets throughout their full lifecycle.
Communicate issue status, progress updates, and resolutions to customers, partners, and internal stakeholders.
Escalate complex incidents to appropriate support teams when required.
Maintain and contribute to internal knowledge base documentation.
Investigate technical issues, identify root causes, and drive problems through to resolution.
Support system reliability by applying structured troubleshooting methods and best practices.
Collaborate with technical teams to improve support processes and customer experience.

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