Sr. Technical Support Network Engineer

  • Location: Ottawa, ON
  • Type: Full-time
  • Job #183258
Information Technology
Information Technology
Ottawa, ON
Job ID:

Our one of the leading aerospace client in North America is looking for a Sr. Technical Support Network Engineer for a 12 months Contract opportunity with a chance of extension at Ottawa, ON

What you will be doing…

  • As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions. In addition, Sr. Technical Support Engineer will provide mentorship to support peers and be a backup resource for the team lead. 
  • The primary focus of this positon is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.
  • The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Sr. Technical Support Engineer will also work closely with product and program managers, customers, and third party vendors as necessary, providing support throughout the customer issue lifecycle.
  • Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
  • Advise customers, work to diagnose customer issues with client Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
  • Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
  • Provide guidance and support on how to use client products with 3rd party solutions and supported integrations.
  • Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
  • Identify and document issues consistently and clearly using group tools.
  • Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

 What you will need to succeed…

Must haves:

  • Active Directory and LDAP based directories.
  • RADIUS authentication and authorization traffic flow (IAS/NPS) Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
  • Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) MS Windows Server and Linux
  • 5-7 years experience


Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.

Minimum Degree Required: Associate’s Degree (Community College, MBO)

Looking for Meaningful Work? We can help!

If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.