Enterprise Technical Support Specialist jobs

Company Overview

Cartel Communication Systems Inc. has been a leader in the communication technology industry since 1981, providing innovative products and services for communication systems and wireless enterprises across the country. Our commitment to quality and customer satisfaction drives us to deliver tailored solutions through our extensive engineering facilities and dedicated team.

THE OPPORTUNITY

Cartel is looking for a sharp, bilingual Technical Support Specialist to join our growing team at our Langley headquarters. This is a high-impact, client-facing role at the heart of our post-sales support and NOC operations — a place where your technical depth, problem-solving instincts, and bilingual communication skills will directly shape the experience of clients across Canada who rely on our mission-critical systems every day.

If you thrive under pressure, love untangling complex technical puzzles, and take pride in delivering service that goes beyond the expectation — this is the role for you. You’ll work across a broad stack of technologies (telephony, networking, RF, IT infrastructure) while serving as a trusted point of contact for clients ranging from transit authorities to public safety agencies.

AT A GLANCE

Location: Langley, BC (HQ) — on-site

Reports to: Director of Technical Support

Travel: No regular travel required

Clearance: Must be eligible for Canadian Government Security Clearance

Language: Bilingual — French & English (required)

WHY CARTEL

• ISO 9001:2015 certified — we hold ourselves to a Centre of Excellence standard
• Work on technically diverse, meaningful systems that support public safety, transit, and enterprise clients
• A collaborative team that invests in professional development and continuous learning
• Stable, growing organization with a strong reputation across Canada

WHAT YOU’LL DO

You’ll be the technical lifeline for our clients — diagnosing, troubleshooting, and resolving issues on the systems that matter most to them. Day-to-day, you can expect to:

• Own support incidents end-to-end: from first contact through resolution, ensuring SLA commitments are met or exceeded
• Communicate proactively with clients — delivering clear, confidence-building updates across phone, email, and chat
• Bridge the gap between complex technical systems and diverse client audiences, adapting your language to the audience
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system in real time
• Track time and material expenditures tied to support incidents to support billing accuracy
• Escalate effectively within NOC workflows, looping in the right people at the right time
• Contribute to pre-sales SLA scoping and internal knowledge sharing
• Stay current on industry advancements and share learnings with your team

WHAT YOU BRING

Required qualifications:

• Bilingual — fluent in both French and English (written and spoken)
• 2+ years of hands-on experience configuring, commissioning, and troubleshooting networking and IT infrastructure
• 2+ years in a technical customer support environment
• 2+ years working with mission-critical recording systems
• 2+ years in switching, routing, and firewall design/implementation for industrial, public safety, or transit networks
• Eligible for — or currently holding — Canadian Government Security Clearance

Technical skills you’ll put to work:

• SIP / Analog POTS / PBX telephony
• IP Routing & IP Multicast
• Active Directory / LDAP
• Linux & Windows (Desktop and Server)
• Wireshark and hardware troubleshooting
• Reporting and analysis

The kind of person you are:

• A natural problem-solver who gets energized by unfamiliar challenges, not paralyzed by them
• Quick to pick up new technologies and enjoys formal and self-directed learning
• A clear, confident communicator who adapts their style to the audience
• Detail-oriented — you document thoroughly and follow through consistently
• Comfortable working both independently and as part of a close-knit technical team

HOW TO APPLY

If you’re a bilingual technical professional who takes ownership, communicates with clarity, and loves solving the problems others find too complex — we want to hear from you. Apply with your resume and a brief note on your relevant experience.

Pay: $58,000.00-$65,000.00 per year

Application question(s):

• Are you bilingual French/English?

Work Location: In person