Senior Implementation and Support

COMTECH TELECOMMUNICATIONS•Gatineau, QC

20h•Onsite

About The Position

The Shared Services Canada Field Implementation & Support Specialist is responsible for delivering on-site and remote technical services for Solacom’s Guardian solution deployed under the Shared Services Canada program. The role includes pre-installation site audits, system installation, configuration, cut-over 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 roles.
Proven experience 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 networking, VLANs, MPLS, VPLS, and Quality of Service (QoS).
Experience configuring and troubleshooting network infrastructure, including switches, routers, firewalls, VPNs, and related security technologies.
Working knowledge of Windows Server, Linux Server, Windows desktop operating systems, virtualization technologies, and system administration best practices.
Experience with network and protocol analysis tools such as Wireshark.
Understanding of cybersecurity principles, vulnerability remediation, system hardening, and secure communications protocols including SSL/TLS, sFTP, SMTP, and VPN technologies.
Experience with SIP-based telephony, VoIP systems, call handling platforms, or other real-time communications technologies is strongly preferred.
Knowledge of Fortinet products and security solutions is considered a strong asset.
Ability to diagnose and resolve complex hardware, software, network, and system integration issues independently.
Experience delivering 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 both English and French.
Demonstrated ability to work effectively with customers, vendors, 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 extensively throughout Canada, including extended assignments and short-notice deployments.
Must be eligible to obtain and maintain Government of Canada Reliability Status clearance; existing clearance is considered an asset.
Experience supporting NG911, public safety communications systems, emergency services technology, or government telecommunications environments is considered a significant asset.
Industry certifications such as CCNA, CCNP, Network+, Security+, Fortinet NSE/FCA, Linux certifications, Microsoft certifications, or equivalent technical credentials are highly desirable.

Nice To Haves

Knowledge of Fortinet products and security solutions is considered a strong asset.
Existing Government of Canada Reliability Status clearance is considered an asset.
Experience supporting NG911, public safety communications systems, emergency services technology, or government telecommunications environments is considered a significant asset.
Industry certifications such as CCNA, CCNP, Network+, Security+, Fortinet NSE/FCA, Linux certifications, Microsoft certifications, or equivalent technical credentials are highly desirable.

Responsibilities

Conduct pre-installation site surveys and identify potential risks.
Install NG911 Call Handling Equipment at customer locations across Canada.
Perform system configuration, testing, and customer acceptance.
Support cut-over activities and ensure installations are completed with no outstanding punch-list items.
Monitor and respond to system alerts and support tickets using the Bell Protected B portal.
Troubleshoot complex hardware, software, network, and configuration issues.
Collaborate with Government-cleared Engineering, R&D, PLM, and other technical teams to resolve multidisciplinary issues.
Review existing and new system configurations to identify and escalate potential issues.
Participate in customer calls as subject-matter expert, documenting minutes and action plans.
Complete patch management and Guardian system upgrades.
Assist Bell Canada with reported cybersecurity vulnerabilities.
Deliver Guardian call-taker and administrator training.
Provide on-site guidance and support during installation and go-live phases.
Act as a technical liaison for issue reporting, bug tracking, and feature requests.
Deliver accurate post-installation as-built documentation.
Travel independently, often at short notice, including extended trips lasting 2–3 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 such as Wireshark.
Work with firewalls, VPN protocols, SSL/TLS, sFTP, SMTP, and SIP telephony.
Understand analog audio connections and basic electronics.