Role: Network Support Engineer
Location: Ottawa, ON
Position Summary
The Field Support Engineer is part of the level one support and maintenance team. They are responsible for the installation and training of Thales Livescan hardware/software. They will work with the Project Manager to arrive at each location at the designated time to preform each install. If issues arise during the install they will reach to L2 support for assistance to ensure a successful install. The tasks this position supports are highly essential for continuity of operations and overall performance and execution of Support and Maintenance activities for our law enforcement (LE) customers.
Essential Functions / Key Areas of Responsibility
- You will be responsible for installation and configuration of Livescan hardware/software
- You will travel to customer locations within the designated install date to complete all tasks
- You will lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.
- You will manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.
- You will have intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.
- You will have knowledge of Windows applications
- You will quickly troubleshoot problems and escalate when necessary to deliver solutions that satisfy customer or internal requirements.
- You will learn and understand technical products and solutions and can disassemble certain products for parts replacement.
- You will work with operations engineers, sales and system administrator.
- You will identify and mitigate risks that may have potential impact to all services delivered.
- You will react quickly and appropriately to incidents such as equipment failures.
- You will use routine software applications such as MS Word, MS Excel, and MS Outlook to produce reports and graphs as required.
Minimum Requirements:
- 1 - 5 years of experience in a customer-facing role.
- 1 - 5 or more years of experience with LAN/WAN protocols.
- 1 - 5 or more years of experience with Windows 7 and 10 OS.
- 1 - 5 or more years of experience with PC and laptop hardware.
- Demonstrable experience with independent customer relationship management, customer service, and satisfaction.
- Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.
- Must have a valid Driver’s License and a clean driving record.
- Current Government of Canada Security Clearance or ability to obtain one
- Ability to work occasional nights and weekends as required.
- Travel of up to 90% within Canada.
- Must be able to stand for extended periods and be able to lift up to 50 pounds.