Job Description

Company Overview

Pacificom Integration Ltd is a turn-key Systems Integrator with a strong focus on building our own software and hardware solutions to successfully deploy fully integrated technology systems in Educational and Healthcare market verticals.

Summary

Pacificom is looking for a proactive and customer oriented

Junior Telecom Service Technician

to join our team. This role is ideal for young professionals with experience in technical support or those seeking an opportunity to apply and build their skills in a dynamic environment, focused on IP audio systems, IP communication, and IT network infrastructure.

As a Junior Telecom Service Technician, you will be responsible for providing excellent technical support to our clients, with a primary focus on IP-based Public Address (PA) audio systems and IP telephony. You will also handle Level 1 helpdesk duties, resolve network issues, and assist with onsite physical cabling installs/service. Your role will be crucial in ensuring the functionality and reliability of IP audio and VoIP communication systems in healthcare and institutional environments across Western Canada, directly contributing to customer satisfaction. A portion of this role involves field work, performing on-site services at client locations.

Responsibilities

Provide specialized technical support for IP-based PA sound systems, including diagnosis, installation, configuration, preventive, and corrective maintenance of IP and analog loudspeakers, amplifiers, mixers, and other audio equipment. Offer support for IP phones, including configuration, diagnosis of connectivity issues, audio quality, and voice functionalities. Act as Level 1 Helpdesk, receiving and managing support tickets (phone, email), and resolving initial technical problems related to hardware, software, network, IP audio, and telephony. Diagnose and resolve technical network issues (LAN/WAN), including connectivity, IP configurations, DHCP, DNS, and basic routing, ensuring proper system operation. Document all support tickets in detail, ensuring proper follow-up and escalation when necessary. Provide excellent customer service, maintaining clear, professional, and empathetic communication in all interactions. Perform on-site client visits for installation, configuration, maintenance, and troubleshooting of PA systems, IP telephony, and IT network infrastructure. Collaborate with the team to develop and maintain technical documentation and knowledge bases for audio systems, IP communication, and networking. Proactively monitor the performance of PA systems, IP telephony, and network, identifying potential issues or improvement needs. Assist with cabling installations (audio, network, or others), contributing to the overall infrastructure. Actively participate in team meetings to discuss solutions, improvements, and support/deployment strategies. Stay updated on new technologies and best practices in professional sound, IP telephony, networking, and technical support.

Qualifications

Proven experience in telecom technical support or a similar role, with a preference for experience in IP audio, communication, and network systems. Fundamental understanding and experience with SIP phones and systems (VOIP), including configuration, network troubleshooting, and communication protocols is a requirement. Practical knowledge and experience in supporting, installing, and maintaining PA sound systems, including loudspeakers, amplifiers, and related equipment would be an asset. Hands-on experience with Asterisk or FreeSWITCH IP-based softswitches would be a big plus. Strong technical knowledge of networking (LAN/WAN), including TCP/IP, basic routing, firewalls, DHCP, and DNS. Experience as Level 1 Helpdesk, with the ability to diagnose and resolve initial technical problems. Willingness and ability to perform regular field work and on-site client visits. Excellent customer service skills and interpersonal communication, both verbal and written. Ability to troubleshoot effectively, work independently, and manage multiple tasks. Basic knowledge of cabling installation (audio, network) is a plus. Valid driver's license and ability to travel to client locations.
If you're ready to take your career to the next level and grow with a company that values innovation and teamwork, we invite you to apply today!

Job Type: Full-time

Pay: $25.00-$35.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care Life insurance Paid time off
Application question(s):

Do you have any hands-on experience with an open-source IP softswitch such as Asterisk or FreeSWITCH? Do you have any hands-on experience with IP audio systems, such as paging gateways, IP loudspeakers, Dante protocol?
Work Location: In person