Senior Implementation and Support

COMTECH TELECOMMUNICATIONS • Gatineau, QC

20h • Onsite

About The Position

Shared Services Canada's Implementation and Field Support Specialist is responsible for the delivery of on-site and remote technical services for Solacom's Guardian solution, deployed as part of the Shared Services Canada program. The role includes pre-installation site audits, system installation, configuration, transition support, customer training, and ongoing technical troubleshooting. Reporting to the Senior Program Manager, this position acts as a customer-facing technical representative and subject matter expert, ensuring smooth deployments, high-quality support, and accurate documentation.

Requirements

• Minimum of 5 years of hands-on experience in technical implementation, field services, systems integration, telecommunications, network administration, or technical support.
• Proven experience in installing, configuring, and supporting complex enterprise or mission-critical systems in customer environments.
• Strong knowledge of IP networking concepts, including TCP/IP, LAN/WAN architectures, Layer 2 and Layer 3 networks, VLAN, MPLS, VPLS, and Quality of Service (QoS).
• Experience in configuring and troubleshooting network infrastructures, including switches, routers, firewalls, VPNs, and related security technologies.
• Working knowledge of Windows Server, Linux Server, Windows desktop operating systems, virtualization technologies, and best practices in system administration.
• Experience with network and protocol analysis tools such as Wireshark.
• Understanding of cybersecurity principles, vulnerability remediation, system hardening, and secure communication protocols including SSL/TLS, sFTP, SMTP, and VPN technologies.
• Experience with SIP-based telephony, VoIP systems, call management platforms, or other real-time communication technologies is highly recommended.
• Knowledge of Fortinet products and security solutions is considered a strong asset.
• Ability to independently diagnose and resolve complex hardware, software, network, and system integration issues.
• Experience in technical training, customer demonstrations and end-user support in a professional environment.
• Strong documentation skills with the ability to create installation records, as-built documentation, test results, and technical reports.
• Excellent verbal and written communication skills in English and French.
• Demonstrated ability to work effectively with customers, suppliers, government stakeholders, and cross-functional technical teams.
• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.
• Ability to manage multiple priorities and perform effectively in high-pressure operational environments.
• Valid driver's license and ability to travel widely across Canada, including extended assignments and short-notice deployments.
• Must be eligible to obtain and maintain a Government of Canada Reliability Status Clearance; Existing accreditation is considered an asset.
• Experience in supporting NG911, public safety communication systems, emergency services technologies, or government telecommunications environments is considered a strong asset.
• Industry certifications such as CCNA, CCNP, Network+, Security+, Fortinet NSE/FCA, Linux certifications, Microsoft certifications, or equivalent technical qualifications are in high demand.

Nice To Haves

• Knowledge of Fortinet products and security solutions is considered a strong asset.
• Experience with SIP-based telephony, VoIP systems, call management platforms, or other real-time communication technologies is highly recommended.
• Existing Government of Canada Reliability Status Clearance is considered an asset.
• Experience in supporting NG911, public safety communication systems, emergency services technologies, or government telecommunications environments is considered a strong asset.
• Industry certifications such as CCNA, CCNP, Network+, Security+, Fortinet NSE/FCA, Linux certifications, Microsoft certifications, or equivalent technical qualifications are in high demand.

Responsibilities

• Conduct site inspections prior to installation and identify potential hazards.
• Install NG911 call management equipment at customer locations across Canada.
• Perform system configuration, testing, and customer acceptance.
• Support cutting activities and ensure that installations are completed without any items from the current list of missing items.
• Monitor and respond to system alerts and support tickets through the Bell Protected B portal.
• Solve complex hardware, software, network, and configuration issues.
• Collaborate with technical engineering, R&D, PLM, and other government-approved technical teams to solve cross-functional issues.
• Review existing and new system configurations to identify and escalate potential issues.
• Participate in customer calls as a subject matter expert, documenting minutes and action plans.
• Complete management of Guardian system patches and updates.
• Assist Bell Canada in identifying reported cybersecurity vulnerabilities.
• Provide training to callers and administrators of the Guardian.
• Provide on-site advice and support during the installation and commissioning phases.
• Act as a technical liaison for issue reporting, bug tracking, and feature requests.
• Provide accurate post-installation documentation as is.
• Travel independently, often on short notice, including long trips of 2 to 3 weeks.
• Install, configure, and troubleshoot network infrastructure (switches, routers, firewalls).
• Install and configure Windows servers, Linux servers, Windows workstations, and proprietary systems.
• Work with LAN/WAN protocols including L2, L3, VLANs, MPLS, VPLS and QoS.
• Use diagnostic tools like Wireshark.
• Works with firewalls, VPN, SSL/TLS, FTP, SMTP, and SIP telephony.
• Understand analog audio connections and basic electronics.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree