Technical Support Engineer Job in Montreal, Quebec Canada

CDI Professional Services, Ltd. offers a full range of engineering and IT outsourcing solutions and professional staffing to the Canadian market. In operation for over 20 years, CDI has offices strategically located in major cities across the country.

 

Currently we are seeking a Technical Support Engineer to work for one of our clients in Montreal. This is a contract position.

 

Job Responsibilities:

Develop new checks and balances for internal/external customers by reviewing internal alerts (GOLs, 3PP, PLM info, RCAs) and meeting with key contributors to provide KPIs, critical alarms, system events exceptions, basic troubleshooting, audits, data analyzing and reporting for assigned product area/customer.

Establish guidelines for customer notifications/recommendations.

Create work instructions for each new check implemented.

Escalate customer concerns and/or complaints to immediate supervisor and/or Customer Service Delivery Manager.

Oversee staff/notification team to ensure work instructions are being followed.

Oversee all activities for assigned product area.

Work with Service Delivery Manager (SDM) and customer to coordinate activities.

Follow-up on all open internally created tickets until closure.

Investigate all avenues required for notification fruition (Connection info, SDM and or customer requirements; monitoring instructions; reporting; escalation requirements.
Perform contractually agreed upon customer network audits; including but not limited to: SW/HW/Parameter/Feature/SAE/License
Perform node audits upon requests as needed for integration or special requests.
Perform checks/comparisons requested by internal or external customers.
Collect data from customer nodes
Write scripts/programs to have prompt and accurate results
Assist in the creation of tools needed for data collection

Core/Critical Competencies:

Technical competence in Ericsson nodes (GSM, WCDMA, LTE)
Good understanding of the customer network/connectivity.
Good understanding of internal Ericsson Tools/applications (Moshell, ITK, OSS, NetSA, ADC)
Excellent Technical competence in Microsoft products (MS Exchange, MS Server, PowerPoint, excel)
Excellent experience in Unix and Linux operation systems and good experience in C++ and PLEX-M.
Excellent customer interaction skills.
Excellent written and verbal communication skills.
Strong analytical, organizational and management skills.
Exceptional customer and quality mind set.
Ability to provide technical training and end user training
Can manage customer relationship and ensure customer satisfaction
Clarify expectations and wanted behavior of the team
Can work flexible hours including nights and weekends
Excellent communication skills including presentation skills.
Strong ability to work independently with minimum instruction or supervision, under pressure in a multi-tasking environment.
Self-Motivation and Professional appearance
Must have strong English skills (speak, write and read).

Minimum Education And Experience Requirements:

Bachelor of Science in Electrical Engineering, Computer Information Systems, or equivalent.
5+ years of experience in Technical Customer Support Position.
5 years or more experience in a technical Enterprise software/hardware environment, preferably in a customer-facing position.
5 years or more in the technical training industry including hands on experience building courseware.