Commport Careers

Note - This position is only for people residing in Canada with a valid work permit / PR / Canadian Citizen

Join Commport Communications International as our new Network Administrator!

Reporting to the IT Operations Manager, the Network Administrator is responsible for administering, documenting and maintaining IT infrastructure and systems operations as well as professional and timely internal and external client support.

What You Will Do:

• Respond to internal and external client support requests as required.
• Set up, test, maintain and support AS2 communication streams.
• Support and maintain EDI communications.
• Conduct systems back-ups.
• Restore systems and files as required.
• Set up, test, maintain and support FTP and SFTP and Inter-VAN communications.
• Support and repair hardware.
• Support and install software.
• Administer telephone system.
• Document processes.
• Conduct daily system checks.
• Perform daily and weekly housekeeping.
• Investigate new technologies
• Respond to after hours and weekend calls in a timely manner.
• Provide support to other team members as required.
• Champion a culture of security to protect valuable data.
• Input all projects, tasks etc. into NinjaOne on a daily basis.
• Administer O365 Tenancy, Intune and Defender.
• Manage and maintain network infrastructure.

* All other duties as assigned

Key Competencies

• Adaptability: Ability to learn quickly and adapt to a fast paced technology environment.
• Communication: Excellent communication skills internal staff and external clients.
• Planning and Organizing: Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.
• Problem Solving: Ability to creatively troubleshoot issues in a timely and effective manner.
• Service Orientation: Provides superior service to both internal and external customers.
• Teamwork: Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.

Working Conditions 

• Overtime as required
• Sitting for extended periods of time
• Able to lift at least 50 lbs.
• Manual dexterity required to use desktop computer and peripherals.

Education and Experience

Must haves:

• Degree in IT or related field; and/or
• 5+ years of experience as a Network Administrator, or Systems Administrator
• O365 Administration Certification
• Experience with Denfender or Intune Administration.
• Knowledge and understanding of LAN/WAN technologies including Ethernet and TCP\IP communications, Routers/Switches, Network and Firewall configurations
• Experience designing deploying and managing cloud solutions
• Must have resided in Canada for five consecutive years and undergo an RCMP Criminal Background Check (to obtain Secure B Reliability Status)

Nice-to-haves:

• Experience with current and legacy hardware platforms (CPUs and Chipsets)
• Experience with various Microsoft desktop applications
• Knowledge of various software utilities and applications
• Understanding of AS2 and EDI communications
• Morning Shift: 6:30am to 3:00pm (one hour lunch between 11:00am and end by 2:00pm)
• Day Shift: 8:30am to 5:00pm (one hour lunch between noon and end by 2:00pm)
• Evening Shift: 1:00pm to 9:30pm (one hour lunch break between 4:00pm and end by 6:00pm)
  • Has to be in the office on the cleaners day
• Standard overtime on select weekends (4 hours) for checks and routine
• Other Overtime hours need to be pre-approved (or in emergency)

Note - This position is only for people residing in Canada with a valid work permit / PR / Canadian Citizen

Join Commport Communications International as our new Technical Support Specialist!

Position Overview

Reporting to the Manager of Specialized Services, the Technical Support Specialist is responsible for supporting customers and internal teams by troubleshooting applications, managing support cases, testing changes, preparing documentation, and maintaining system functionality. This role involves collaboration with Customer Success Managers, implementation, development and support teams.

Main Job Tasks and Responsibilities

Operational Customer Support

• Manage support calls and email queues efficiently to meet response times.
• Perform customer scheduled tasks and processes as assigned.
• Engage directly with customers to address and resolve their technical inquiries promptly and effectively.
• Provide regular and proper communication to customers throughout the resolution process.
• Escalate customer-reported problems to team members as needed and oversee their follow-up.
• Generate custom reports as required including SQL, MS Excel, and others.
• Participate in rotational on-call schedule to ensure 24/7 operational support via telephone and email, and active monitoring of applications either on-site or remotely.
• Analyze production issues and perform system troubleshooting and problem-solving across platform and application servers, including coordination of bug fixes.

Product Lifecycle Support

• Responsible for the creation, maintenance, and continuous improvement of comprehensive documentation to support processes, products, and team knowledge.
• Test and document solutions for Quality Assurance.
• Contribute (hands-on) toward the development of solutions in order to meet aggressive timelines when required.
• Collaborate on Managed Releases (MR’s) using Software Development Lifecycle tools to contribute to successful deployment of software updates.
• Identify opportunities to improve efficiencies with Product Owners, Development Team and Customer Success Managers to realize the migration to new technologies.

Customer Project Analysis and Support

• Collaborate with the Architecture team and Customer Success Managers to develop technical designs for Scopes of Work (SOW) that meet customer requirements.
• Work closely with the Development Team to create and refine SOW design solutions, ensuring alignment with technical and customer needs.
• Support Business Development Requests (BDR) and Change Requests (CR) by analyzing customer requirements and recommending technical solutions.
• Complete customer implementation including:
  • customer account and data flow set up; communications set up and testing, and internal and external coordination when needed;
  • data mapping and testing;
  • developing, creating and maintaining maps and mapping documentation; and customer follow up.
• Partner with Customer Success Managers to ensure successful, on-time delivery of SOW’s.

*All other duties as required.

Key Competencies

• Accountability
• Critical Thinking
• Decision Making
• Planning and Organizing
• Problem Solving
• Service Orientation
•  

Working Conditions

• Hybrid work
• Infrequent travel may be required when supporting our clients on-site
• Required to work nights, evenings and/or weekends to accommodate customer scheduled deployments
• 24/7 remote monitoring/support as required
• Manual dexterity required to use desktop computer and peripherals

Education and Experience

• BS/BA in Computer Science and/or five years equivalent work experience in the field of software testing, technical support, management information systems, software development or SQL
• 3+ years of operations or technical experience is required
• Knowledge of Visual Studio, .NET development tools (VB.NET & C#.NET) considered an asset
• Intermediate knowledge of .NET Framework
• Ability to write queries & views in MSSQL
• Ability to create databases, tables, stored procedures considered an asset
• Ability to communicate technical information to team members, peers, management and clients
• Excellent team player with good verbal and written communication skills
• Demonstrated experience in end-user support in a Help Desk environment
• Understands technical issues and can articulate industry operational/technical solutions
• Experience in QA testing
• Ability to diagnose, support and implement third-party system interfaces is an asset
• Past experience with Agile methodologies is an asset
• Computer literacy, including effective working skills of MS Word, Excel, PowerPoint and Outlook
• RCMP Criminal Background Check (for Secure B Reliability Status) required for this role