Network Troubleshooting Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Responsibilities encompass much more than basic troubleshooting: they involve root cause analysis, knowledge sharing, and, frequently, interventions on infrastructure or code.

• Examine support data to detect trends, root causes, and ongoing issues.

• Recommend and spearhead initiatives aimed at enhancing support efficiency, automation, and overall quality.

• Generate regular reports regarding performance, ticket behavior, and emerging issues.

• Communicate effectively with clients and internal teams at all levels of seniority.

• Engage in client follow-up meetings to ensure alignment of support operations with their priorities.

• Contribute to a feedback mechanism between users, clients, and internal support teams to foster continuous improvement.

⛳️ Requirements

• Extensive experience in advanced IT support, software engineering, or system administration.

• Capacity to conduct thorough analysis of logs, architecture, and configurations to identify system failures and persistent performance issues.

• Troubleshoot intricate connectivity challenges involving routing, DNS, firewall rules, or virtualization layers that L2 support cannot address.

• Manage complex technical cases with minimal oversight while ensuring a high level of customer satisfaction.

• Document solutions and best practices in internal knowledge bases and client-facing documentation.

• Provide advanced technical support including comprehensive analysis of network and hardware issues and escalation of confirmed bugs.

• Resolve complex issues without depending on predefined procedures or scripts.

• Experience in audio troubleshooting is advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance and wellness programs.

• Opportunities for professional development and further training.

• Flexible work hours and remote work options.

• Supportive and inclusive work environment.