Innovative – Forward Thinking – Productivity through People – Customer Focused

Since 1992, Galaxy has been a leader in reliable, enterprise grade VSAT services to remote areas across Canada and the United States. Galaxy owns and operates multiple fully redundant DVB-S2 hubs. With 300 years of delivering communications via satellite, Galaxy’s customer-centric approach to the VSAT market is straight forward and simplified. We deliver leading edge technologies quickly and economically while maintaining client Quality of Service (QoS). Utilizing geographically diverse uplink centers, Galaxy manages a Global IP infrastructure interconnecting remote VSATs directly to the core of major North American carriers with POPs in the USA and Canada.

About the Role

Galaxy is rapidly expanding and positioned to leverage next gen technologies such as private 5G, FTTX XGS-PON and LEO satellite constellations to provide world class services to our customers. We are making significant investments into our Managed Services, Core and fiber distribution infrastructure and are looking for strong customer focused team members to help!

Galaxy Broadband is looking for a skilled Support Specialist who will work with both technical support and the network engineering groups to ensure terrestrial, wireless and satellite network availability, uptime, and performance.

What You’ll Be Doing

- Inbound customer and client support requests and troubleshooting through email and phone.
- Implementing and supporting customer specific network design and devices; servers, switches, VoIP appliances
- Assist with resolving common network issues such as connectivity problems, performance degradation, or basic hardware faults across all platforms including GEO & LEO satellites, fibre, wireless and 5G.
- Tracking customer concerns and escalating to Engineering for more advanced troubleshooting and resolution
- Fault handling and escalation (identifying and responding to network faults and alarms. Liaising with third party suppliers and handling escalation through to resolution)




- Assisting with implementation of Engineering projects including client hardware deployments, documentation, hardware assembly, communicating and coordinating with other Galaxy company locations in Canada
- Create, document, and maintain technical documents that illustrate standard operating procedures and the file systems and directories where these are located
- Be the liaison for regular communication between engineers, sales, and the clients and customers on on-going maintenance, issues, and product changes
- Creating and distributing weekly customer facing reports
- Day to day responsibilities include email and phone response to enterprise clients and residential customers' questions and concerns, monitoring of uplink and downlink of internal networks, and assigned projects to further company development
- Performs analysis and testing of new technologies, operating systems, and hardware platforms, prior to adoption and implementation within the infrastructure and network
- Shifts rotation includes weekdays, weekends, evenings, overnights, holidays, and on-call support.

About You

- Post-secondary degree in Wireless or computer network communications
- Minimum of three years’ experience with computer networks, hardware and software configuration, installation, and troubleshooting
- Driver's license preferred
- Ability to communicate in French is not required but preferred
- Customer service experienced with end user focus, communication, and collaborating with other teams and departments
- Strong computer networking knowledge TCP/IP, UDP, RDP as well as experience with Cisco switches, servers, virtual machine environments,



VoIP PBX, calix modems, Fortinet firewall, raspberry pi and routers.
- Experience with Microsoft Products
- Experience with internal ticketing systems (for internal and customer notes)
- Effective communication (written and verbal) and administrative/clerical skills
- Highly organized with strong time management skills
- Highly motivated and able to set priorities, develop a work plan and track and monitor progress
- Team oriented, establishes and maintains positive relationships both internally and externally
- Assess problem situations to identify causes, gather and process relevant information, generate workable solutions, and make recommendations and/or resolve the problem
- Strong skills in thinking within the job requirements – also outside the box
- Eager to learn and take on new challenges and projects
- Able to participate in a 24x7 support rotation and on-call as required

Certification

- CCNA (preferred)

What We Offer

- A culture that is both rich and diverse, focused on onboarding great talent!
- A collaborative environment built on a foundation of Teamwork
- A modern, digitally advanced workplace
- A coach committed to supporting the achievement of your personal career goals
- Advantages & Rewards Programs
- Competitive compensation program
- A culture that promotes a healthy, fulfilling work/life balance while offering long-term career opportunities

Equal Opportunity Employer
Galaxy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Permanent

Pay: $52,000.00-$60,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Ability to commute/relocate:

- Mississauga, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 NOC - level 1 (Mississauga)
🏢 Galaxy Broadband Communications
📍 Mississauga