Power in Connectivity
Technical Support Analyst, CDS
Location
Canada
Posted
8 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Support Analyst, CDS
Vecima Networks Inc.
• Provide frontline technical support to Vecima customers for Content Delivery and Storage solutions • Manage technical support cases in alignment with service level agreements (SLAs) • Perform troubleshooting, failure analysis, and root cause analysis on Linux-based systems • Ensure timely resolution of customer issues • Handle verbal and written customer communications • Establish initial customer contact and remote connectivity to diagnose and troubleshoot video delivery systems • Escalate critical or complex issues to senior technical staff • Utilize monitoring tools to identify issues and open support or maintenance cases • Maintain end-to-end ownership and accountability for support cases • Document case progress, troubleshooting activities, root cause findings, and resolutions • Execute overnight maintenance activities • Participate in customer case review meetings • Participate in training to stay current on products and technologies • Contribute to the development and maintenance of technical documentation
Job Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline
- Minimum of 2 years of experience in enterprise-level hardware and software troubleshooting
- Experience using incident management or ticketing systems (e.g., Salesforce Service Cloud)
- Experience supporting Linux-based systems in a production or customer-facing environment
- Proficiency in Linux system administration and hardware troubleshooting
- Understanding of computer networking fundamentals and protocols
- Strong analytical, troubleshooting, and root cause analysis skills
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to manage multiple priorities and respond effectively in a fast-paced environment
- Demonstrated initiative, accountability, and problem-solving mindset
Benefits
- Competitive compensation and benefits package
- Professional development opportunities
- Challeneging work environment fostering skill development and personal career growth
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