Dejero

Senior Technical Support Analyst (BB-00607)

Found in: Talent CA

Description:
Dejero helps organizations send mission-critical live video and real-time data around the globe. We help journalists report the news that keeps us informed. We help meteorologists alert us to extreme weather events. And we help emergency responders coordinate their efforts to save lives. We’re solving the connectivity challenges of mobile workforces and organizations with branch locations. We love 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, it’s all part of our award-winning culture.As a Senior Technical Support Analyst, you are an experienced troubleshooter who works to resolve critical customer issues with care. Your goal is resolving issues quickly and effectively. You take initiative, see through projects to the end, and don’t mind getting your hands dirty with really cool tech. You can be based out of our Waterloo, Ontario office or work remotely from the comforts of your home office, with occasional visits to the Waterloo office. 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:Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewallsPerform remote diagnosis and product updatesWrite SQL queries to determine patterns for deep-dive analysisExperience in writing or modifying shell scripts using BashPerform side-by-side coaching and case audits to improve the tickets and customer experienceManage and improve overall technical knowledge for Dejero, including but not limited to, product documentation, training materials, and Knowledge Base articlesFollows the Knowledge Centered Solution model of troubleshootingAct as the escalation point for the Technical Support team and collaborate with Development teams to drive resolutions for more complex customer issuesAct as Escalation Prime for escalations and provide feedback to analystsAnalyze and author process improvementsField incoming calls and emails from customers, providing immediate assistance, and where possible, a resolution to urgent problems in the fieldManage high-visibility customersWork is on a static shift with weekend on-call responsibilitiesWork with the Sales team to act as a technical resource and provide opportunities for increased account engagementTravel to tradeshows, where necessary, to provide expertise to current and prospective customersLeads interdepartmental meetings in place of Manager, where appropriateActs as Team Lead, where appropriate, covering absences or vacations for ManagerRequirements: 7+ years with technical support experience in the IT, Broadcast Cable and/or telecom industriesExperience/certification in the development of and facilitation of trainingNetwork+ and Linux+ certificationsKnowledgeable on various digital video broadcast and delivery systems.Related education, experience, or combinationBonus Points For:ITILv4 certificationBilingual or MultilingualWe thank all applicants 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 our People and Culture team by email at or by telephone at 519.772.4824.Powered by JazzHR

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