Emergency Call Handling NG911 Support Specialist

This is a fully remote position open to candidates based in Canada.

Overview

Anovia is seeking an Emergency Call Handling NG911 Support Specialist to provide remote frontline support to our client's customers and partners with their Emergency Call Handling NG911 platforms. The Support Specialist will provide support for public safety software solutions and their components in a fast-paced environment, via phone and email. Components include Windows and Linux Servers, networking, gateways, desktop applications, server hardware, and SIP Protocol.

The ideal candidate brings at least a year of technical support experience, solid grounding in Windows and Linux environments, and a working knowledge of networking and SIP telephony. Above all, we are looking for someone who communicates clearly, stays composed under pressure, and takes ownership of issues through to resolution.

Responsibilities

• Assist our client's customers and partners in resolving issues with their Emergency Call Handling and NG911 platforms.
• Create and update tickets throughout their life cycle.
• Update all relevant customer, partner, and internal stakeholders on the status of issues.
• Escalate issues to the next tier of support when required.
• Help maintain the internal Knowledge Base.

Requirements

• 1+ year of technical support experience.
• Windows Server (2012 and newer).
• Linux (CentOS).
• Networks and network troubleshooting tools.
• Analog and/or Digital Telephony, particularly SIP.
• VMware and/or Linux KVM.
• HP Server hardware.
• Schedule flexibility.
• Strong written and oral communication skills (fluent English required).
• Strong interpersonal and problem-solving skills.
• Ability to handle stressful situations and troubleshoot critical issues.

Nice to Have

Candidates with experience in any of the following areas will be given preference:

• AudioCodes gateways.
• HP Server and desktop troubleshooting.
• NG911 environments.
• ServiceNow.
• Windows Desktop Applications.

About Anovia

With over 20 years of expertise in telecommunications outsourcing, Anovia is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe.

At Anovia, you'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters.

To explore additional career opportunities, visit www.anovia.com/careers.

Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.