Senior Manager – Technical Support – Cambridge – Canada – Visa Sponsorship Available NEW

Visa type confirmed: Immigration Support Possible

Senior Manager – NEWT Technical Support

Our client is seeking a Senior Manager for NEWT Technical Support. This position may offer immigration support for the right candidate, making it an exciting opportunity for individuals looking for jobs with Canadian PNP sponsorship or LMIA visa jobs in Canada.

Responsibilities

• Team Management:
  • Liaise with channel managers and sales to handle escalated customer situations
  • Assign Product Development Support Specialist escalated tickets to address, new product documentation to complete and training sessions to conduct with staff & customers
  • Report on-call information to payroll
  • Coordinate and schedule support desk coverage for after hours and holidays
  • Handle customer complaints and escalations, providing support for difficult or ambiguous situations
  • Collaborate on workflow process and product development initiatives

Advantages

Technical Knowledge:

• 3+ years experience of Linux/ Networking
• In-depth knowledge of networking protocols, including but not limited to: VLAN, QoS, IP Subnetting, Routing, HTTP, TFTP, Bash Scripting, BGP, EIGRP, OSPF T1, 1FL, Fibre and DSL
• CCNA: Knowledge of Cisco product and configuration
• Experience with physical cabling and server racking
• Experience in providing Customer service & resolving issues
• Software: Putty, Outlook, SNMP, SQL, 3rd Party ordering and support portals, trouble ticketing and tracking systems, CRM systems, Wiki editing, Cacti, Wireshark
• 3+ years experience with business PBX systems (such as Avaya / Mitel / Cisco / Aastra etc)
• 3+ years experience diagnosing / troubleshooting SIP and VoIP issues

Technical Responsibilities

• Coordinate and complete training and testing to support desk team members.
• Mitigate impact of critical outages and service impairments, implementing alternatives to work around the issues at hand.
• Complete and manage advanced custom configuration for customers.
• Liaise cross-departmentally as Technical lead to develop new product offerings, identifying potential products, testing, QA (e.g., SD-WAN, Cisco PnP, LTE Failover, Faxback).
• Create/ co-create and contribute to documentation of support resources relating to new products.
• Provide Sales, Service Delivery and MAC team consultation on technical matters.
• Field escalated customer situations, including overseeing and debugging problems.
• Engage with external partners to isolate and resolve issues/bugs relating to NEWT software/hardware/network.
• Discover, develop, and test API scripts for daily support task automation.
• Complete technical investigations and provide insight, analysis, and risk assessment regarding potential security risks.
• Provide escalated on-call support and weekly technical mentoring for the team.

Qualifications

Essential Knowledge and Skills

• College diploma in a field related to technology
• 5-10 years of proven team management experience in a similar position
• Familiar with regulatory bodies such as the CRTC
• Strong attention to detail
• Excellent organizational skills
• Time management and prioritization skills
• Ability to work effectively under pressure
• Strong communication skills (written and verbal)
• Diplomacy, leadership, and negotiation skills

Our client is committed to fostering a workforce reflective of all peoples of Canada and developing strategies to increase equity, diversity, and inclusion within the workplace. They support accessibility and accommodation needs throughout the employment lifecycle.

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VJCInformation & Communications Technology