Job Description

It all started on a bus. An election campaign bus.

Through his experience providing mobile connectivity for election campaigns, Dejero founder Bogdan Frusina witnessed first-hand the challenges that journalists faced reporting live from the field. He knew there was a better way.

Building a team with a passion for innovation and a drive to persevere, he set about developing and commercializing a portable and wireless live video broadcast solution. In November 2009, that vision came to life. Dejero enabled the world\xe2\x80\x99s first live transmission of the torch relay across Canada for the Vancouver Winter Olympics.

Since then, we\xe2\x80\x99ve evolved into a world-leading wireless telecommunications aggregator, providing resilient, uninterrupted internet connectivity vital for critical communications. Broadcasters, production companies, first responders, defense departments, and government agencies put their trust in Dejero.

Here\xe2\x80\x99s how you help us continue our story...

As a Technical Support Analyst within Dejero\xe2\x80\x99s 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\xe2\x80\x99t mind getting your hands dirty with really cool tech. On top of this, it\xe2\x80\x99s a unique and exciting opportunity to be a part of a talented team in a fun, fast-paced, scaling environment!

As a key member of our Technical Support team, you will:

• Set-up, configure, and troubleshoot system components and network issues
• Become familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support
• 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
• 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

Here\xe2\x80\x99s why you should join the Dejero team:

• If you aren\xe2\x80\x99t growing, we aren\xe2\x80\x99t growing. You will have the opportunity to develop your own career path with support from your manager and the People + Culture team.
• If the pandemic has taught us anything, it\xe2\x80\x99s that work-life balance is extremely important. As we find our new normal, our employees are able to choose their preferred work environment; home, office or hybrid.
• We are home to an award-winning culture, products, and teams. Last year, Great Place to Work ranked us 6th Best Place to Work in Canada! We have also won two Emmys for our Smart Blending Technology.
• Giving back is a key pillar of our culture. Last year, Dejero and its employees contributed thousands of dollars to 12 local and international charities. In addition, through Dejero\xe2\x80\x99s Day of Doing Great Things and employees\xe2\x80\x99 annual paid volunteer day, we encourage our team to go out into the community and volunteer for local organizations.
• You have a say in the projects you get to work on based on your passions and interests. Our team attacks technical challenges together and all code is peer-reviewed to leverage the strengths that each team member brings to the table.

To learn about all of the awesome benefits and perks Dejero has to offer, check out https://www.dejero.com/company/careers.

What you\'ll bring to the role:

• 3+ years of technical support experience in the IT, Broadcast Cable and/or telecom industries
• Proven track record of technical support with both hardware and software
• Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls
• Curious attitude with how things work. You probably took your parent\xe2\x80\x99s things apart with a screwdriver
• Ability and willingness to travel on occasion (<5%)
• Proficient with Linux
• Brave, adaptable, calm under pressure \xe2\x80\x94 you\xe2\x80\x99re unafraid to operate in high-pressure, chaotic situations
• High attention to detail. You spot mistakes and are not afraid to fix them
• Bachelor\xe2\x80\x99s Degree or equivalent in computer science or engineering
• CompTIA Network+

Bonus points if you have experience with:

• Knowledge about various digital video broadcast and delivery systems
• The ability to speak multiple languages
• Familiarity with major cloud technologies

Physical Requirements:

This role may require sitting in front of a computer for a prolonged period of time. The employee will also experience repetitive hand movements.

Shift Scheduling for this position:

Waterloo Based Roles - Monday to Friday rotating shift pattern (EST):

• 5:00 am - 1:00 pm
• 8:00 am - 4:00 pm
• 10:00 am - 6:00 pm
• 4:00 pm - 12:00 am

Want to learn more about how Dejero has provided reliable connectivity across the globe? Check out some of our success stories here: www.dejero.com/resources/customer-stories.

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 People and Culture by email at careers@dejero.com or by telephone at 519.772.4824

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