Job Title: Customer Service Technician Support II

Reports To: Manager, NOC

Department: Managed Services

Revision Date: 10/15/2026

Location: Gatineau, QC

Company Overview:

At Comtech Telecommunications Corp, in the Allerium business segment, every connection counts. With roughly 700 employees, we design, deploy, and operate the mission-critical communications infrastructure that public safety agencies and emergency responders depend on every minute of every day.

Comtech Allerium is powering Next Generation 911 and carrier emergency services across North America. We are helping shape the future of emergency communications — making it more resilient, scalable, intelligent, and accessible. If you're looking for work that combines meaningful impact, complex challenges, and the opportunity to build technology people genuinely depend on, there's a place for you at Comtech Allerium. For more on Allerium, please go to www.allerium.com.

Purpose:

The purpose of this role is to ensure the reliability, performance, and continuity of Guardian call‑handling equipment and associated customer systems by delivering advanced technical support, timely incident response, and effective escalation management. This position is responsible for troubleshooting complex issues related to VoIP, SIP, network connectivity, IP‑based call delivery, and 911 call and data handling, while proactively responding to system alerts to protect the integrity of mission‑critical environments. By coordinating closely with Tier III teams and cross‑functional engineering groups, managing ticket lifecycles, and maintaining clear communication with customers and partners, this role supports rapid issue resolution and strong customer satisfaction. Participation in a 24x7 on‑call rotation ensures consistent operational readiness for urgent Guardian‑related incidents and system needs.

Responsibilities:

• Respond and troubleshoot alerts received from system and escalate as required to ensure integrity of the customer’s system.
• Perform advanced troubleshooting for complex technical support issues to assist customers in the resolution of support issues with equipment and software.
• Provide remote technical support to Customers and VAR’s (Value added reseller) on issues related to VoIP, SIP, Network, IP based call delivery issues, and 911 call and data delivery.
• Escalate tickets and work with Tier III technicians, System Engineering, R&D, Product Line Management and other groups to resolve issue. Communicates resolution to both internal and external customers.
• Manage open trouble tickets assigned, and update tickets to reflect actions taken, resolution achieved, or further action required.
• Follow-up with customer to ensure customer satisfaction with resolution.
• Required to serve in an on-call rotational schedule for 24x7 escalation support and may also be required to work weekends, evenings, and non-standard work hours as mission needs arise.
• Other duties as assigned.

Requirements:

• 5 Years + Network Operating Center or Customer Service experience.
• Willingness to work on rotating shift (day, evening, night, weekend).
• Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience.
• VoIP and Telephony experience is an asset.
• Knowledge of standard equipment use in Central Office and remote sites is an asset.
• Networking basics experience in domains, active directory, DHCP, DNS is required.
• Familiarity with networks, switches, routers, ASA, (SNMP, Syslog Research, troubleshooting).
• Hands on experience with LAN’s, WAN’s and CISCO switches, as well as knowledge of Wire Shark, traces, remote access, etc. is highly desired.
• Working knowledge of Microsoft Excel, Word, PowerPoint.
• Excellent customer service, communication, listening and human relations skills are required to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
• Attention to detail, organizational and time management skills are essential to accurately enter data, maintain records, focus on multiple priorities and handle high alerts volumes in a fast-paced environment.
• Good problem-solving skills, self-motivated and good judgment.
• High level of professionalism, integrity, and proven ability to work unsupervised.
• May need to undergo a security background check.
• Fluent communication and written skills in English.

Education:

• Industry recognized certifications (Network+, ITIL, Cisco) a plus.
• Four-year college degree a plus.

This position requires compliance with Comtech’s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use — including marijuana, regardless of state law — is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.