Field Technician Support Lead

Responsibilities

• Install 911 Call Handling Equipment at customer locations across North America.
• Train customers in system administration and usage.
• Provide on-site and remote troubleshooting for new and existing systems.
• Deliver accurate post-installation as-built documentation.
• Travel independently, often at short notice (primarily by air).
• Be available for extended travel periods of two to three weeks at a time.
• Install and configure hardware and software supporting 911 life-safety communications, including:
• Legacy 911 Telecommunication Networks
• Legacy Telephone Networks (POTS, T1, PRI)
• SIP-based Next Generation 911 Networks
• SIP-based Telephony Networks
• Install, configure, and troubleshoot network infrastructure (switches, routers, firewalls, and supporting equipment).
• Use both GUI and CLI interfaces for devices and servers/systems.
• Install and configure Windows Servers, Linux Servers, Windows Workstations, and proprietary systems.
• Conduct site surveys during the pre-installation phase to identify potential risks.
• Provide on-site training and support during installation and go-live phases.
• Perform system testing and customer acceptance processes.
• Complete installations with no open punch-list items.
• Deliver on-site and remote post-installation support as needed.
• Use issue-tracking and remote-support tools to ensure excellent customer support.
• Act as a customer-facing technical representative for issue reporting, bug tracking, and feature requests, coordinating with internal development teams as required.
• Collaborate regularly with Technical Project Leads and Project Managers, maintaining strong cross-team relationships.
• Provide technical and non-technical training to both customers and colleagues.

Requirements

• Ability to work independently, collaboratively in a team, behind the scenes, and directly with customers.
• Strong knowledge of LAN/WAN network protocols (L2, L3, VLANs, MPLS, VPLS, QoS).
• Proficiency with hardware/software including switches, routers, Windows, Linux, Wireshark.
• Cisco experience preferred (switches, routers, IOS).
• Strong understanding of firewalls, VPN protocols, SSL/TLS, sFTP, SMTP.
• Fortinet experience is highly desired.
• Knowledge of legacy telephony protocols (POTS, T1 CAS, PRI).
• Understanding of analog audio connections.
• Familiarity with SIP telephony and related protocols.
• Knowledge of legacy/IP PBXs, SBCs, B2BUAs, and proxies.
• Basic electronics skills, including multimeter use.
• Strong troubleshooting ability across legacy, VoIP, analog, and digital platforms.
• Knowledge of industry-standard installation practices.
• Adaptability to evolving equipment, operating environments, and customer requirements.
• Commitment to continual learning through training and peer collaboration.
• Proven ability to work independently without supervision.
• Clear English communication skills (French and other languages an asset).
• Strong problem-solving and interpersonal skills.
• Willingness to travel internationally (approx. 70% US, 20% Canada, 10% other).
• Professionalism, integrity, and customer-focused mindset.
• Ability to pass criminal background and consumer verification checks.
• Eligibility to apply for and maintain a corporate American Express card.
• Accountability for timely travel and expense reporting.
• Accurate bi-weekly timekeeping, allocated to specific projects.
• May be required to obtain and maintain a US DoD SECRET Clearance.
• Must live near a major airport.