Tier 2 Technical Support Analyst — Video & Broadband Remote

Vecima Networks Inc.; Saskatoon; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Vecima Networks Inc. in Saskatoon, Saskatchewan, seeks a Technical Support Analyst, VBS to deliver Tier 2 support for Video, Broadband, and PON solutions deployed globally.

You will diagnose issues, determine root causes, and provide timely resolutions across installation, operation, and maintenance lifecycles. The role requires independent work, strong troubleshooting capabilities, and a commitment to customer experience.

Qualifications

• Diploma, degree, or equivalent in Information Technology, Computer Science, Engineering, Telecommunications, or related field preferred.
• Minimum 2 years in technical support, network operations, systems administration, or related technical environment.
• Experience troubleshooting software, networking, hardware, or telecommunications solutions.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and portal systems.
• Troubleshoot and resolve issues related to Vecima's Video, Broadband, and PON solutions.
• Support customers during installation, operation, maintenance, and service restoration.
• Analyze logs, alarms, and system data to identify root causes and implement solutions.
• Manage support cases from intake through resolution while meeting SLAs and KPIs.
• Escalate complex issues and collaborate with Engineering, Product Management, and Tier 3 teams.
• Document interactions and resolutions to support knowledge growth.
• Participate in on-call rotations to provide after-hours support.
• Maintain knowledge of assigned product lines and support all products at Tier 2 level.

Skills

Troubleshooting

Customer-focused

Problem solving

Communication

Education

IT/CS/Engineering degree

Tools

Ticketing systems

Remote troubleshooting

Logs analysis

Job description

Vecima Networks Inc. in Saskatoon, Saskatchewan, seeks a Technical Support Analyst, VBS to deliver Tier 2 support for Video, Broadband, and PON solutions deployed globally.

You will diagnose issues, determine root causes, and provide timely resolutions across installation, operation, and maintenance lifecycles. The role requires independent work, strong troubleshooting capabilities, and a commitment to customer experience.