Senior Customer Service Technician Support

Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.

Job Title
Senior Customer Service Technician Support

Reports To
Supervisor, NOC

Department
Managed Services

Revision Date
08/10/2026

Location
New Brunswick, Canada

Level
S3

Rate of Pay
$35.89 - $46.56 per hour CAN

Company Overview
Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions.

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Responsibilities

Provide advanced troubleshooting for complex technical support issues to assist customers and Tier I & II technicians in the resolution of support issues with equipment and software

Escalate tickets and work with System Engineering, R&D, Product Line Management and other groups to resolve issue. Communicates resolution to both internal departments and external customers.

Resolves escalated tickets and communicates resolution. Act as resource for NOC personnel.

Develop and administer processes related to incident resolutions

Host customer calls as the moderator and Subject Matter Expert (SME). Communicate minutes and action plan.

Review new and existing system configurations to find issues and escape to the proper department.

Perform advanced troubleshooting for complex issues to assist customers in the resolution of issues with hardware, software and configuration.

Provide a high level of expertise on issues related to VoIP, SIP, Network and IP based call 911 delivery.

Responsible for assisting with, and troubleshoot, system and third-party software upgrades.

Travel to customer sites to assist with troubleshooting or customer meetings

Required to work weekends, evenings, holidays and non-standard hours as site issues arise.

Other duties as assigned

Requirements

Strong knowledge and experience of IP Networking.

VoIP and Telephony experience is an asset.

Knowledge of standard equipment used in Central Office and remote sites is an asset.

Networking basics experience in domains, active directory, DHCP, DNS is required.

Familiarity with networks, switches, routers, ASA, (SNMP, Syslog Research, troubleshooting).

Experience with structured cabling, cable termination and circuit testing (i.e. POTS, T1, PR1, CAMA) is highly desired

Hands-on experience with LAN’s, WAN’s and CISCO switches, as well as knowledge of Wire Shark, traces, remote access, etc. is highly desired.

Working knowledge of Microsoft Excel, Word, PowerPoint.

Excellent customer service, communication, listening and human relations skills are required to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.

Attention to detail, organizational and time management skills are essential to accurately enter data, maintain records, focus on multiple priorities and handle high alerts volumes in a fast-paced environment.

Good problem-solving skills, self-motivation and good judgment.

High level of professionalism, integrity, and proven ability to work unsupervised.

Will need to undergo a security background check.

Fluent communication and written skills in English. Spoken and written French would be an asset.

5 Years' + Network Operating Center and Customer Service experience.

Education

Electronic Technician, or Technologist Diploma/Telecommunication Technician.

Compliance and Screening
This position requires compliance with Comtech’s Drug-Free Workplace Program. Candidates must…