Imagine Communications

  • Technical Support Technician - North York, ON

    Job Locations CA-ON-North York
    Posted Date 3 months ago(8/20/2018 1:21 PM)
    Requisition ID
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.


    Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues. Today, we’re driving an industry transformation by investing deeply in a new generation of media enabled by IP, virtualization, cloud infrastructure and software-defined networks.


    At Imagine Communications, groundbreaking work is part of our everyday environment.  All our employees play a vital role in our organization, helping the media industry enable instant access to moments that matter.  Wherever your skills fit in our business — from engineering and sales to service and support — you’ll find you gain much more than just a job. At Imagine Communications, you’ll gain the opportunity to contribute to the transformation that’s taking place in the way the world is consuming media.


    If you’re looking to join a market leader and take your career to the next level, contact us today!


    Imagine Communications Corp. is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, religion, national origin, sex, gender, gender identity, gender expression, age, sexual orientation, disability (physical or mental), medical condition, marital status, ancestry, protected veteran status, genetics and any other protected group status or non-job related characteristics as directed by law.

    Specific duties include but are not limited to

    Key Responsibilities:

    • Responsible for Tier II/III Technical Support for current and next generation of Video/Audio Networking products.
    • Diagnose, analyze and debug customers, field-engineers and others field installation, operations or maintenance issues via phone email or onsite support as needed.
    • Document and develop techniques/recipes for recreating customer or field issues.
    • Work with R&D and other teams to develop workarounds, enhancements, and engineering changes to address the issue as needed.
    • Follow the support process by documenting support activities, maintaining logs and databases as required.
    • Supporting Field Engineers and Solution Architects in customer system deployment as well as demo and POC support.
    • Develop training documents for Global Tier 2 and Field Engineers and presenting in training environment in person or remotely.
    • Create knowledge base articles, FAQ, application notes etc. as issues are resolved.
    • Conduct product/technology training internally to Imagine Communication employees and external to customers as needed.
    • Other duties as assigned.


    Key Requirements:

    • 5 years prior experience in a Technical Support or other customer facing roles
    • 1-3 years of enterprise-class IP network design/management or equivalent experience
    • 1-3 years of Linux enterprise system design/administration or equivalent experience
    • 1-2 years of experience working with Arista, Cisco or other industry standard switches
    • 4-year degree or equivalent work experience.
    • Excellent verbal and written communication skills.
    • Excellent debugging and problem-solving
    • Strong knowledge of Layer 2 and Layer 3 networking – multicast knowledge is a must
    • Experience with configuration and troubleshooting of IP networks for both control and media transport and proficiency with network monitoring tools such as Wireshark
    • Ability to use documentation tools such as Microsoft Office and Visio.
    • Cisco Certification (CCNA/CCNP) or equivalent skill set
    • Knowledge in one or more of the following areas is an advantage
      • Video Streaming over shared IP  networks. ABR and/or TvEverywhere
      • MPEG-2 and MPEG-4 video/audio compression and transport
      • Digital Video/Audio formats


    Imagine Communications offers an engaging team-oriented culture and a competitive compensation/benefits package.


    Imagine Communications is an equal opportunity employer:  M/F/D/V



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