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Technical Support Analyst


This is a Contract position in Waterloo, ON posted August 18, 2020.

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 Technical Support Analyst within Dejero’s renowned 24/7 global support team, 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.

On top of this, it’s a unique and exciting opportunity to be a part of a talented team in a fun, fast-paced, scaling environment Key Accountabilities Set-up, configuration, and troubleshooting of system components and network issues Familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls Clearly document incidents in order to improve our products, services, and support Provide product training to customers Create effective product documentation, training materials, and Knowledge Base articles Champion issues with Development to resolve issues and improve our products Don’t like how things are?

Analyze and recommend process improvements for your peers Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field Work is on a rotating shift with weekend on-call responsibilities every couple of months Brave, adaptable, calm under pressure — your unafraid to operate in high-pressure, chaotic situations High attention to detail.

You spot mistakes and are not afraid to fix them.

In fact, you’ve likely found the purposeful error in this posting already Requirements Proven track record of technical support with both hardware and software Curious attitude with how things work and you probably took your parent’s things apart with a screwdriver CompTIA Network (or can write it tomorrow) and are proficient with Linux Ability and willingness to travel on occasion ( Bonus Points For 3 years with technical support experience in the IT, Broadcast Cable and/or telecom industries Bachelor’s Degree or equivalent in computer science or engineering Knowledgeable on various digital video broadcast and delivery systems Ability to speak multiple languages Familiarity with major cloud technologies We 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 the People and Culture team by email at or by telephone at 519.772.4824.