Senior Implementation and Support

Role Purpose

Responsibilities

• Conduct pre-installation site surveys and identify potential risks.
• Install NG911 Call Handling Equipment at customer locations across Canada.
• Configure and test systems and support customer acceptance and cut-over activities.
• Monitor alerts and support tickets through the Bell Protected B portal.
• Troubleshoot complex hardware, software, network, and configuration issues.
• Collaborate with cleared Engineering, R&D, PLM, and other technical teams.
• Complete Guardian patch management and system upgrades and assist with reported cybersecurity vulnerabilities.
• Deliver Guardian call-taker and administrator training and on-site installation and go-live support.
• Create post-installation as-built documentation and act as liaison for issue reporting, bugs, and feature requests.
• Install and troubleshoot switches, routers, firewalls, Windows and Linux servers, Windows workstations, and proprietary systems.
• Work with LAN/WAN protocols, L2/L3, VLANs, MPLS, VPLS, QoS, Wireshark, VPNs, SSL/TLS, sFTP, SMTP, SIP, and analog audio connections.
• Travel independently across Canada, often on short notice, including assignments lasting two to three weeks.

Experience and Technical Requirements

• Have at least 5 years of hands-on technical implementation, field services, systems integration, telecommunications, network administration, or technical support experience.
• Have experience supporting complex enterprise or mission-critical systems in customer environments.
• Demonstrate IP networking knowledge, including TCP/IP, LAN/WAN, Layer 2, Layer 3, VLANs, MPLS, VPLS, and QoS.
• Configure and troubleshoot switches, routers, firewalls, VPNs, and related security technologies.
• Demonstrate working knowledge of Windows Server, Linux Server, Windows desktop systems, virtualization, and system administration.
• Use network and protocol analysis tools such as Wireshark.
• Understand cybersecurity, vulnerability remediation, system hardening, and secure communications protocols.
• Diagnose and resolve complex hardware, software, network, and systems integration issues independently.
• Deliver technical training, demonstrations, and end-user support.
• Create installation records, as-built documentation, test results, and technical reports.
• Communicate effectively in English and French and work with customers, vendors, government stakeholders, and technical teams.
• Hold a valid driver's license, travel extensively across Canada, and be eligible for Government of Canada Reliability Status clearance.

Education and Preferred Qualifications

• Have formal education in a related technical field, or at least 5 years of expert-level experience instead of formal education.
• A diploma, degree, or certification in IT, networking, telecommunications, electronics engineering technology, or computer engineering is considered.
• SIP telephony, VoIP, call handling platform, real-time communications, and NG911 or public safety communications experience are preferred.
• Fortinet knowledge and industry certifications including CCNA, CCNP, Network+, Security+, Fortinet, Linux, or Microsoft credentials are desirable.