Tier 2 Technical Support – evTOC

Evertz Microsystems Limited; Burlington; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a technically skilled professional to enhance customer experience in the broadcast technology sector. This role involves acting as an expert advisor, providing remote support, and troubleshooting complex issues. You will bridge the gap between customers and product teams while working in a dynamic 24/7 environment. Ideal candidates will possess strong analytical skills, excellent communication abilities, and a detail-oriented mindset. Join a team that values continuous improvement and offers opportunities for growth in a cutting-edge industry.

Qualifications

• 2+ years in technical or customer support roles with a focus on problem-solving.
• Experience in SLA-driven environments and troubleshooting hardware/software.

Responsibilities

• Act as a technical advisor and provide remote support for customers.
• Document procedures and participate in on-call duty.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Customer Support

Detail-Oriented

Education

College diploma in computer science

Engineering degree

Networking diploma

Tools

Unix/Linux

Windows

Remote Access Tools

Diagnostic Utilities

Job description

We’re looking for a technically skilled, service-oriented professional who strives for continuous self-improvement, with a natural curiosity and the ability to learn independently. The ideal candidate brings a positive, can-do attitude, builds strong relationships with both customers and team members, and is motivated to grow within the broadcast technology space. They take ownership of issues, proactively seek solutions.

What you’ll do:

As an evTOC expert, it will be your mission to elevate our customer experience by:

• Act as an expert level technical advisor or specialist on highly complex initiatives.
• Providing remote support for Evertz customers.
• Solve problems by replicating user workflows and providing solutions.
• Be the customer bridge to our product and development teams.
• Document any departmental and technical procedures.
• Participate in on call duty.
• Work in a 24/7/365 environment with potential off-hours shift work.

Requirements:

To join our growing evTOC team you’ll need the following to make our team better:

• Detail-oriented with strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Knowledge of broadcast technologies is a plus.
• Ability to explain technical issues to non-technical users.
• At least 2 years of experience in technical or customer support roles.
• Experience troubleshooting hardware, software, and network issues.
• Proven ability to operate SLA-driven environments, ensuring timely resolution of technical issues.
• Advanced knowledge of installations, upgrades and troubleshooting in Unix/Linux and Windows environments.
• Commercial experience with remote access tools and diagnostic utilities.
• Willingness to travel to customer sites as needed– typically up to 10% per year.
• Openness to attend internal training at our HQ in Canada.

Additional qualifications:

• Basic understanding of networking (TCP/IP, DNS, VPNs, firewalls).
• Willingness to learn and work with the most advanced solutions in the broadcast industry.
• College diploma in computer science, engineering, networking, or a related field.