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Intrado Life & Safety, Inc.

Technical Customer Support 2

Montreal, QC, Canada
7150 Rue Alexander Fleming, Saint-Laurent, QC, H4S 2C8, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Oct 8, 2027
Experience: 2+ years of technical customer support experience required, preferably in a helpdesk or remote support environment supporting complex software systems.
Posting language: English · French
Posted: Oct 8, 2026

Original job description

English section of this bilingual listing.

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

For more than 40 years, Intrado has pioneered improvements to the 911 network and call taking solutions, helping to enhance the quality of emergency response in Canada, United States and overseas. Intrado helps telecommunications service providers and public safety agencies save lives by transforming emergency communications services. Consistent with our leading position in North America for providing solutions in 911 emergency calls processing, we have undertaken a significant redesign of our applications in order to offer Web and Cloud based Emergency Call Handling solution. The Next Generation 911 (NG911) is currently being developed to accommodate the latest mobile technologies; a time of opportunities!

Intrado is looking to hire a Technical Support Specialist (level 2) to join our team. This role will be assigned a shift once it has successfully finished training. You will be part of a team of around 30 people working the Remote Help Desk and trained to become an expert of our 911 technologies and support our 911 call center clients.

This position is hybrid with (2) days in the office (7150 Rue Alexander Fleming, Saint Laurent QC)

Essential Duties:

Serve as the primary point of contact for incoming customer issues by providing initial triage, technical analysis, and advanced troubleshooting for Intrado services and 911 solutions.
Handle after-hours technical support calls, ensuring prompt response to service-impacting incidents, initiating critical support procedures, and escalating to on-call engineers or specialized teams when required.
Create, update, and resolve support tickets with precise documentation of troubleshooting steps, impact, root cause indicators, and customer communications.
Monitor service alerts, system dashboards, and platform health indicators to identify and address issues proactively.
Collaborate with internal technical teams, network operations, and product teams to drive timely resolution of customer issues.
Support departmental initiatives by preparing technical documentation, contributing to knowledge base content, generating operational reports, and assisting with coordination of project tasks.
Maintain a high level of product expertise across supported Intrado platforms to ensure accurate diagnosis, proper escalation paths, and effective customer guidance.

Education

Two-year degree from an accredited college or university with major coursework in MIS, computer science, or a related field is preferred
Equivalent work experience in a similar position may be substituted for educational requirements.
Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred

Experience:

2+ years of technical customer support experience required, preferably in a helpdesk or remote support environment supporting complex software systems.
Experience working with critical, high-availability systems and VoIP-based environments preferred.
Two years of experience with networking concepts, troubleshooting IP-based systems, and supporting Windows servers and workstations required.
Familiarity with cabling and physical infrastructure, including running and terminating Cat5e/Cat6, RJ45 standards, basic network test tools, and troubleshooting telephony-related connectivity preferred.
Basic telephony knowledge (POTS, SIP, tip and ring, punch-down blocks, MDF/IDF workflow) preferred.
Basic experience using AI-assisted tools or technologies to support troubleshooting, documentation, or workflow improvement preferred.
Intermediate proficiency with Microsoft Excel, Word, and Outlook required.
Ability to work rotating shifts, including evenings, weekends, and holidays as needed for 24/7 support operations.
Due to the nature of some of our partnerships and clients in both USA and Canada, this role does require candidates to be fluent in English and French

It is important that English be included in our communication requirements, as our company’s headquarters are located in the United States and we regularly collaborate with U.S.-based teams. Given the nature of our business and our role in supporting essential public safety services, including 911 emergency communications, the ability to communicate effectively in English is critical to ensuring seamless collaboration, optimal operational efficiency, and the delivery of high-quality services to our customers and partners.

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a Registered Retirement Savings Plan (RRSP), and several that go above and beyond – tuition reimbursement, paid parental leave, access to a comprehensive library of personal and professional training resources, employee discounts, insurance coverage and more! Apply today to join us in work worth doing!

Read the full bilingual original

About Us

Intrado se consacre à sauver des vies et à protéger les communautés, en les aidant à se préparer, à répondre et à se remettre des événements critiques. Notre entreprise de pointe s’efforce de devenir le partenaire de services d’urgence le plus fiable et axé sur les données, en unifiant les communications fragmentées pour fournir une intelligence exploitable aux premiers intervenants. Chez Intrado, tout notre travail a véritablement de l’importance.

Responsibilities/Qualifications

Depuis plus de 40 ans, Intrado est à l'avant garde des améliorations apportées au réseau 911 et aux solutions de prise d'appels, contribuant ainsi à améliorer la qualité des interventions d'urgence au Canada, aux États Unis et outre mer. Intrado aide les fournisseurs de services de télécommunications et les organismes de sécurité publique à sauver des vies en transformant les services de communication d'urgence. Conformément à notre position de leader en Amérique du Nord pour la fourniture de solutions de traitement des appels d'urgence 911 , nous avons entrepris une refonte importante de nos applications afin d'offrir une solution de traitement des appels d'urgence basée sur le Web et le Cloud. La prochaine génération de 911 (NG911) est actuellement en cours de développement pour s'adapter aux dernières technologies mobiles!

Intrado cherche à embaucher un spécialiste du soutien technique (niveau 2) pour rejoindre notre équipe. Ce poste sera assigné à un quart une fois la formation terminée avec succès. Vous ferez partie d'une équipe d'environ 30 personnes travaillant au bureau d'assistance à distance et formée pour devenir un expert de nos technologies 911 et soutenir nos clients du centre d'appels 911.

Ce poste est hybride avec (2) jours au bureau (7150 Rue Alexander Fleming, Saint Laurent QC)

Responsabilités essentielles :

Servir de point de contact principal pour les problèmes des clients en effectuant la triage initiale, l’analyse technique et le dépannage avancé des services Intrado et des solutions 911.
Répondre aux appels de soutien technique en dehors des heures normales, assurer une réponse rapide aux incidents critiques, initier les procédures de soutien et escalader aux ingénieurs de garde ou aux équipes spécialisées au besoin.
Créer, mettre à jour et résoudre les billets de soutien avec une documentation précise des étapes de dépannage, des impacts, des causes probables et des communications avec le client.
Surveiller les alertes de service, les tableaux de bord et les indicateurs de santé des plateformes pour identifier et résoudre les problèmes de manière proactive.
Collaborer avec les équipes techniques internes, les opérations réseau et les équipes produits pour assurer une résolution rapide des problèmes.
Soutenir les initiatives du département en préparant la documentation technique, en contribuant à la base de connaissances, en générant des rapports opérationnels et en aidant à la coordination des tâches de projet.
Maintenir un haut niveau d’expertise produit sur les plateformes Intrado afin d’assurer un diagnostic précis, une escalade appropriée et un accompagnement efficace des clients.

Formation :

Diplôme de deux ans d’un collège ou d’une université accréditée en systèmes d’information, informatique ou domaine connexe (préféré).
Une expérience professionnelle équivalente dans un poste similaire peut remplacer les exigences scolaires.
Certifications (p. ex., CCNA, CCNP, MCSE) souhaitées.

Expérience :

Deux ans d’expérience en soutien technique à la clientèle, idéalement dans un environnement de centre d’assistance ou de soutien à distance pour des systèmes logiciels complexes.
Expérience avec des systèmes critiques à haute disponibilité et des environnements VoIP (préférée).
Deux ans d’expérience en concepts réseau, dépannage de systèmes IP et soutien de serveurs et postes Windows (requis).
Connaissance de base en câblage et infrastructure physique (Cat5e/Cat6, normes RJ45, outils de test réseau, dépannage de connectivité téléphonique) (préférée).
Connaissances de base en téléphonie (POTS, SIP, tip and ring, blocs de raccordement, flux MDF/IDF) (préférée).
Expérience de base avec des outils ou technologies assistés par IA pour le dépannage, la documentation ou l’amélioration des flux de travail (préférée).
Maîtrise intermédiaire de Microsoft Excel, Word et Outlook (requis).
Capacité à travailler par quarts rotatifs, incluant soirées, fins de semaine et jours fériés, selon les besoins des opérations de soutien 24/7.
En raison de la nature de certains de nos partenariats et clients aux États-Unis et au Canada, ce poste exige que les candidats soient fluents en anglais et en français

This position is hybrid with (2) days in the office (7150 Rue Alexander Fleming, Saint Laurent QC)

Essential Duties:

Serve as the primary point of contact for incoming customer issues by providing initial triage, technical analysis, and advanced troubleshooting for Intrado services and 911 solutions.
Handle after-hours technical support calls, ensuring prompt response to service-impacting incidents, initiating critical support procedures, and escalating to on-call engineers or specialized teams when required.
Create, update, and resolve support tickets with precise documentation of troubleshooting steps, impact, root cause indicators, and customer communications.
Monitor service alerts, system dashboards, and platform health indicators to identify and address issues proactively.
Collaborate with internal technical teams, network operations, and product teams to drive timely resolution of customer issues.
Support departmental initiatives by preparing technical documentation, contributing to knowledge base content, generating operational reports, and assisting with coordination of project tasks.
Maintain a high level of product expertise across supported Intrado platforms to ensure accurate diagnosis, proper escalation paths, and effective customer guidance.

Education

Two-year degree from an accredited college or university with major coursework in MIS, computer science, or a related field is preferred
Equivalent work experience in a similar position may be substituted for educational requirements.
Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred

Experience:

2+ years of technical customer support experience required, preferably in a helpdesk or remote support environment supporting complex software systems.
Experience working with critical, high-availability systems and VoIP-based environments preferred.
Two years of experience with networking concepts, troubleshooting IP-based systems, and supporting Windows servers and workstations required.
Familiarity with cabling and physical infrastructure, including running and terminating Cat5e/Cat6, RJ45 standards, basic network test tools, and troubleshooting telephony-related connectivity preferred.
Basic telephony knowledge (POTS, SIP, tip and ring, punch-down blocks, MDF/IDF workflow) preferred.
Basic experience using AI-assisted tools or technologies to support troubleshooting, documentation, or workflow improvement preferred.
Intermediate proficiency with Microsoft Excel, Word, and Outlook required.
Ability to work rotating shifts, including evenings, weekends, and holidays as needed for 24/7 support operations.
Due to the nature of some of our partnerships and clients in both USA and Canada, this role does require candidates to be fluent in English and French

Il est important que l’anglais soit inclus dans nos exigences de communication, puisque le siège social de notre entreprise est situé aux États-Unis et que nous collaborons régulièrement avec des équipes américaines. Compte tenu de la nature de nos activités et de notre rôle dans le soutien des services essentiels de sécurité publique, notamment les communications d’urgence du 911, la capacité de communiquer efficacement en anglais est essentielle afin d’assurer une collaboration harmonieuse, une efficacité opérationnelle optimale et la prestation de services de haute qualité à nos clients et partenaires.

Total Rewards

Vous voulez aimer là où vous travaillez? Chez Intrado, nous offrons un régime complet d’avantages sociaux qui comprend ce que vous attendez (assurance médicale, assurance dentaire et assurance des soins de la vue, assurance-vie et assurance invalidité, congés payés, régime enregistré d’épargne-retraite (REER), et plusieurs avantages qui excèderont vos attentes, tels que le remboursement de frais de scolarité, des congés parentaux payés, l’accès à une bibliothèque complète de ressources de formation personnelle et professionnelle, des rabais d’employés, des assurances couvrant et plus encore! Postulez dès aujourd’hui pour vous joindre à nous dans un travail qui en vaut la peine!

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More about this job

Responsibilities

The specialist will serve as the primary point of contact for customer issues, performing triage, technical analysis, and advanced troubleshooting for 911 solutions. They will also monitor system health, manage support tickets, and collaborate with internal teams to ensure timely resolution of critical incidents.

Requirements

Candidates should have at least two years of experience in technical customer support, specifically with networking, IP systems, and Windows environments. Proficiency in both English and French is required, along with a two-year degree or equivalent professional experience.

Skills

Technical support
Troubleshooting
Network concepts
IP systems
Windows server support
VoIP
Customer service
Incident management
Technical documentation
Telephony
Microsoft Excel
Microsoft Word
Microsoft Outlook
Triage
Critical systems

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability coverage
Paid time off
Tuition reimbursement
Paid parental leave
Training resources
Employee discounts

Visa sponsorship

Not detected in the job text

Keywords

911
NG911
Technical Support
Help Desk
VoIP
Networking
IP-based systems
Windows Server
POTS
SIP
Cat5e
Cat6
RJ45
MDF
IDF
Cloud
Web-based
CCNA
CCNP
MCSE
AI-assisted tools
Incident response
Public safety
Telecommunications
Troubleshooting

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