Business Telecom Support Technician

Rate of Pay: $25.85/hour Location: 850 Barrydowne Rd, Sudbury, ON - In Office Position Summary The Business Telecom Support Technician is the primary technical support resource for Sunwire’s business telecommunications customers. The role owns customer incidents and service requests from initial contact through resolution within its approved scope, using strong investigative, troubleshooting, communication, and documentation practices. This position supports Sunwire’s SolSwitch communication platform, endpoint SIP devices, customer networks, voice services, managed technology, and related internal production systems. The technician resolves both routine and complex issues independently and coordinates escalation when work requires onsite service, specialized infrastructure or platform access, software development, IT intervention, management direction, or third-party vendor and carrier involvement. The successful candidate is approachable, detail-oriented, customer-focused, and able to explain technical issues, solutions, and training clearly to customers and colleagues. Key Job Functions Serve as the primary technical support contact for Sunwire business customers across telecommunications, network, and managed technology services. Receive, triage, prioritize, troubleshoot, and resolve customer incidents and service requests from initial contact through closure. Assess business impact, urgency, and service-level commitments; set clear expectations and provide timely progress updates and resolution details. Own assigned tickets end-to-end, documenting customer impact, troubleshooting performed, actions taken, findings, configuration changes, resolution details, follow-up actions, and escalation information. Respond appropriately to service-affecting incidents and coordinate communication and escalation during outages or high-impact events. Provide professional remote support using phone, email, remote-access tools, and other approved communication channels. Configure, administer, monitor, troubleshoot, support, and provide customer onboarding and training for Sunwire’s SolSwitch communication platform and associated services. Troubleshoot voice, SIP, call-routing, extension, voicemail, auto-attendant, queue, call-quality, softphone, endpoint SIP device, IP-phone, conferencing, paging, cordless, analog gateway, and peripheral issues. Configure, provision, test, deploy, and document supported endpoint SIP devices and associated peripherals, including desk phones, conference phones, cordless and DECT devices, Wi-Fi phones, paging endpoints, analog gateways, headsets, expansion modules, and power accessories. Provision, modify, test, and document supported telephony configurations, including users, extensions, devices, call flows, call routing, queues, voicemail, and related features. Evaluate prospective endpoint SIP devices and peripherals for call quality, interoperability, feature compatibility, reliability, lifecycle suitability, and compatibility with SolSwitch. Document endpoint testing results, configuration requirements, provisioning requirements, compatibility findings, limitations, and recommendations for product approval or further technical development. Identify and communicate requirements for SolSwitch software development, provisioning-template development, firmware support, or vendor remediation needed to support new or existing endpoint devices. Support the intake, diagnosis, documentation, and processing of faulty endpoint devices under warranty in accordance with Sunwire’s returns, replacement, and RMA procedures. Support telephone-number porting, carrier coordination, and telephony service activation activities as assigned. Investigate voice-quality issues and related network conditions, including latency, jitter, packet loss, VLAN configuration, QoS, PoE, firewall, NAT, and ISP connectivity. Design, plan, document, configure, monitor, troubleshoot, and support customer network environments. Configure and support routers, firewalls, switches, wireless access points, VPNs, and related customer-facing equipment. Diagnose and resolve connectivity, routing, switching, wireless, DNS, DHCP, VLAN, VPN, firewall, port-forwarding, and Internet-service issues. Monitor and troubleshoot customer network environments consisting of routers, switches, Wi-Fi infrastructure, security appliances, and connected devices. Troubleshoot supported server, workstation, operating system, email, domain/DNS, backup, endpoint, and proprietary software issues within the team’s service scope. Monitor internal production systems and data-centre environments; investigate alerts, validate service health, and escalate infrastructure or platform issues when required. Administer and support email-domain, DNS, and related services, including configuration changes, record validation, and issue resolution. Apply Sunwire technical standards and security best practices when configuring, supporting, and modifying customer or internal systems. Identify and document security risks, failed backups, unsupported hardware, capacity limitations, poor Wi-Fi coverage, inadequate PoE capacity, configuration drift, and single points of failure; recommend corrective actions. Plan, test, implement, validate, and document approved standard changes to customer environments and internal systems within assigned authority. Follow established change-control, access-control, password-management, documentation, data-protection, return, and RMA procedures. Perform root-cause analysis for recurring, complex, or service-affecting incidents; document corrective and preventive actions.Maintain accurate customer technical documentation, including network diagrams, device inventories, IP addressing, access procedures, configuration records, service details, endpoint device details, and escalation notes. Create, maintain, and improve troubleshooting guides, knowledge-base articles, standard operating procedures, endpoint device compatibility records, customer training materials, and internal documentation. Participate in incident reviews, service reviews, and continuous-improvement initiatives that improve resolution quality, response times, and customer experience. Track and document daily work tasks, time, issues, follow-ups, and outstanding risks; communicate relevant information during team handoffs and operational meetings. Escalate issues at the appropriate time to the Manager, Field Technicians, NOC/DevOps Technicians, Software team, IT team, carriers, vendors, or other internal teams, with complete technical evidence and a clear summary of troubleshooting completed. Coordinate with Field Technicians when onsite diagnostics, physical installation, cabling, hardware replacement, or site-specific work is required. Coordinate with NOC/DevOps, Software, and IT teams on platform, infrastructure, software, security, automation, internal-system issues, and endpoint device provisioning or firmware requirements. Open, manage, and follow up on cases with carriers, ISPs, hardware vendors, software vendors, and cloud providers as required to restore customer service or resolve product defects. Assist Sales, Projects, and Operations with technical discovery, solution validation, pre-sales support, implementation planning, onboarding, migrations, upgrades, and cutovers. Meet or exceed established service-level agreements, key performance indicators, quality standards, documentation requirements, and customer-service expectations. Participate in an after-hours on-call rotation and respond to service requests in accordance with defined on-call and KPI requirements. Perform other related duties and responsibilities as assigned. Qualifications and Proficiencies Demonstrated customer-service skills, with the ability to communicate technical information clearly, calmly, and respectfully to customers and colleagues. Strong analytical, troubleshooting, planning, organizational, documentation, conflict-management, and decision-making skills. Ability to work independently, manage competing priorities, and collaborate effectively within a team environment. Working knowledge of Windows, macOS, Linux, iOS, and Android operating systems. Strong understanding of Sunwire’s SolSwitch product line and business telecommunications services. Strong understanding of SIP, SDP, RTP, endpoint SIP device provisioning, voice-quality troubleshooting, and IP telephony concepts. Experience configuring, provisioning, troubleshooting, and testing IP phones, SIP devices, analog gateways, cordless/DECT devices, paging devices, and related telecommunications peripherals. Ability to use Wireshark or equivalent packet-analysis tools to inspect traffic, diagnose issues, and interpret findings. Strong understanding of TCP/IP, IPv4 subnetting, VLANs, DHCP, DNS, PPPoE, NAT, firewall concepts, routing, switching, and VPN technologies. Experience configuring and troubleshooting routers, firewalls, managed switches, and wireless networks, including the ability to configure equipment to documented specifications without assistance. Ability to troubleshoot Layer 2 networks remotely using MAC-address tables, VLAN information, and switch-port diagnostics; and Layer 3 networks involving IP addressing, routing, and connectivity. Working knowledge of web-hosting and related technologies, including FTP, SFTP, cPanel, PHP, MySQL, domains, SSL/TLS, and DNS. Working knowledge of T1/PRI, analog telephone lines, DTMF, and common access technologies including Ethernet, Wi-Fi, wireless, fibre, cable, and DSL. Ability to perform planned and unplanned after-hours work when required and participate in an emergency after-hours on-call rotation. Valid driver’s licence and ability to perform onsite services as required. Ability to safely lift up to 50 pounds. Demonstrated aptitude for problem-solving, adaptability, sound judgment, and a results-oriented approach.

Serve as the primary technical support resource for business telecommunications customers, managing incidents from initial contact through resolution. This includes configuring the SolSwitch platform, troubleshooting network connectivity, and maintaining detailed technical documentation.

Requires strong knowledge of SIP, TCP/IP, and network hardware along with the ability to use packet-analysis tools like Wireshark. Candidates must have a valid driver's license, be able to lift 50 pounds, and participate in an after-hours on-call rotation.

• Technical DocumentationPreferred
• Customer servicePreferred
• Incident ManagementPreferred
• TCP/IPPreferred
• WiresharkPreferred
• Network ConfigurationPreferred

Identified from the job description. Confirm important requirements above.

• SIP Troubleshooting
• Network Configuration
• VoIP Support
• Wireshark
• TCP/IP
• VLAN Configuration
• Firewall Management
• DNS/DHCP
• VPN Technologies
• Customer Service
• Technical Documentation
• Routing and Switching
• SolSwitch Platform
• Remote Support Tools
• Incident Management
• Hardware Provisioning

• Technology
• Customer Service & Support
• Engineering

Minimum experience

2+ years

Apply by

Sep 26, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Entry level

Application method

Direct apply is available