Technical Network Support Analyst
Connectivity is critical to the success of today’s organizations. It’s our vision to deliver reliable connectivity anywhere.We like challenges. Solving them is what drives us. It’s what defines us. We listen to our customers. We learn from them. We collaborate with them. We cultivate ideas, test them, and improve upon them. That’s how we innovate. Our culture of collaboration and commitment to customer satisfaction is what sets us apart—and we know how to have fun too. We are privately held, and ‘Great Place to Work’ certified. Want to learn more? Reach out to our People and Culture team at XXXX@dejero.com!We are currently seeking a Technical Network Support Analyst to join our 24/7 global support team. You will be based out of our Waterloo, Ontario office, reporting to the Technical Support Manager.This role requires an individual experienced in resolving issues related to customized computer and networking systems, cellular modem operation, and various digital video broadcast and delivery systems. This role is ideal for someone who loves helping others, has loads of initiative and great follow-through skills. It’s a unique and exciting opportunity to be a part of a talented team in a fun, fast-paced, scaling environment! Key Accountabilities: Set-up, configuration, and troubleshooting of system components and network issues Familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support Thorough knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls Curious attitude with how things work and you probably took your parent’s things apart with a screwdriver Clearly document incidents in order to improve our products, services, and support Provide product training to customers Create effective product documentation, training materials, and Knowledge Base articles Champion issues with Development to resolve issues and improve our products Don’t like how things are? Analyze and recommend process improvements for your peers! Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field Work is on a rotating shift with weekend on-call responsibilities every couple of months Brave, adaptable, calm under pressure — your unafraid to operate in high-pressure, chaotic situations High attention to detail. You spot mistakes and are not afraid to fix them. In fact, you’ve likely found the purposeful error in this posting already Qualifications: 3+ years with technical support background in the IT, Broadcast Cable and/or telecom industries CompTIA Network+ (or can write it tomorrow!) and are proficient with Linux Expertise and willingness to travel on occasion ( Bachelor’s Degree or equivalent in computer science or engineering Nice to Have: Knowledgeable on various digital video broadcast and delivery systems Expertise to speak multiple languages Familiarity with major cloud technologies We thank all candidates for their interest; only those candidates selected for an interview will be contacted. Dejero is committed to providing a barrier free application and interview process for all candidates. Should you require accommodations due to a disability or medical condition at any point throughout the hiring process, please contact the People and Culture team by email at XXXX@dejero.com or by telephone at 519.772.XXXX.
January 14 on The Resumator