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Technical Support Analyst L2 - Laval, Canada - IONODES

IONODES

Verified Company

Laval, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Technical Support Analyst (L2)

Our company

IONODES was founded more than 15 years ago on the desire to provide innovative video technologies to our customers, enabling them to better secure their universe, ranging from people to physical facilities.

Our mission is simple:

to create a world where video technology is used for more than just traditional recording purposes; We believe that by providing cutting edge video processing, analytics, streaming technologies and cloud solutions we can help our customers better understand the security conditions of their physical environment, enabling them to make better decisions.

We have a culture of innovation, trust, continuous learning and feedbackand our people love it. Find out why

Job description
Support Analyst (L2) is responsible for technical interactions with our B2B and SaaS customer base. You will own the problem, advocate for your customer, and ensure proper resolution.

Role and responsibilities

Diagnose root causes and engage the correct technical teams internally to resolve
Accountable for ownership of solving customer technical issues throughout the escalation process
Deliver world class service by communicating with internal stakeholders on behalf of the customer, and/or ensure an appropriate transfer to the responsible department when required
Interact with both internal and external customers in a multitiered environment
Identify customer requirements; initiate and/or update systems
Inform customers of ongoing incidents and requests
Communicate current solution information and perform request & incident tracking

Qualifications

5+ years of experience in a Technical Support Role
Superior oral and written communications skills
Customer satisfaction first orientation
Strong critical thinking, problemsolving and troubleshooting skills
Proven capacity to quickly learn and share information with others
Ability to work in a fast paced environment and effectively manage multiple tasks
Must maintain a high degree of accuracy and attention to detail
Strong knowledge of basic networking protocols and concepts including but not limited to TCP/IP, Multicast, and packet level traffic analysis
Familiarity with camera and security technologies like Genetec and Milestone are a definite asset

Benefits

Competitive salary offered on an experiencebased level
Employment in a fastgrowing IT space providing you with brilliant career options for years to come
Flexible working hours from Monday to Friday
4 days off during the holiday season
Time off on your birthday

Group insurance

Group RRSP
Telemedicine
Health management account

Social activities

Free beverages and snacks
Free onsite parking

Employment status:
Permanent, full-time

Expected start date:
Now

In times of pandemic:
We protect our employees with a mandatory distancing protocol and by providing masks, visors, gloves and hand sanitizer.

EEO Statement
IONODES is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. We will provide reasonable accommodation to applicants with disabilities upon request.

Job Types:
Full-time, Permanent

Salary:
$29,870.71-$87,437.97 per year

Benefits: