Technical Support Analyst, CDS

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

📋 Description

• Deliver frontline technical assistance to Vecima clients for Content Delivery and Storage solutions.

• Oversee technical support cases in accordance with service level agreements (SLAs).

• Conduct troubleshooting, failure analysis, and root cause analysis on Linux-based systems.

• Ensure prompt resolution of customer inquiries.

• Manage both verbal and written communications with customers.

• Establish initial contact with customers and enable remote connectivity to diagnose and troubleshoot video delivery systems.

• Escalate critical or complex issues to senior technical personnel.

• Utilize monitoring tools to detect issues and initiate support or maintenance cases.

• Maintain complete ownership and accountability for support cases.

• Document case progress, troubleshooting efforts, root cause findings, and solutions.

• Carry out overnight maintenance tasks.

• Engage in customer case review meetings.

• Participate in training sessions to remain updated on products and technologies.

• Contribute to the creation and upkeep of technical documentation.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.

• At least 2 years of experience in troubleshooting enterprise-level hardware and software.

• Familiarity with incident management or ticketing systems (e.g., Salesforce Service Cloud).

• Experience in supporting Linux-based systems within a production or customer-facing setting.

• Expertise in Linux system administration and hardware troubleshooting.

• Knowledge of computer networking fundamentals and protocols.

• Strong analytical, troubleshooting, and root cause analysis capabilities.

• Exceptional written and verbal communication skills.

• Strong organizational abilities and meticulous attention to detail.

• Capacity to manage multiple priorities and respond effectively in a fast-paced environment.

• Proven initiative, accountability, and a problem-solving attitude.

🏝️ Benefits

• Competitive compensation and benefits package.

• Opportunities for professional development.

• Challenging work environment that promotes skill development and personal career advancement.