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Network Troubleshooting Specialist // Spécialiste en dépannage de réseaux

1 month, 2 weeks ago
Canada
Full-time
Senior
Network Engineer
DevOps and Infrastructure
DNS
Apply Now
Keywords Studios

Keywords Studios

Keywords Studios provides comprehensive technical and creative solutions for the global video games industry, specializing in localization, audio production, quality assurance, art creation, and customer support services to enhance the gaming experienc...

Internet Software & Services
10K-50K
Founded 1998
View All Jobs 32

Description

  • Handle complex technical support cases involving root cause analysis, knowledge sharing, and, when needed, infrastructure or code-level changes.
  • Investigate crashes and persistent performance issues by digging into logs, architecture, and configuration details.
  • Troubleshoot advanced connectivity problems involving routing, DNS, firewall rules, and virtualization layers.
  • Resolve high-level network and device isolation issues and escalate verified bugs appropriately.
  • Work with minimal supervision while maintaining high customer satisfaction.
  • Document solutions, insights, and best practices in internal and client-facing knowledge bases.
  • Analyze support data to identify trends, recurring pain points, and root causes.
  • Propose and lead process improvements that increase efficiency, automation, and support quality.
  • Generate regular reports on performance, ticket behavior, and emerging issues.
  • Communicate directly with clients and internal stakeholders and participate in regular support syncs.

Requirements

  • Experience in high-level IT support, advanced technical support, software engineering, or system administration.
  • Strong network troubleshooting skills, with the ability to diagnose complex connectivity issues.
  • Ability to analyze logs, architecture, and configuration to debug system failures and performance problems.
  • Experience handling complex technical cases without scripted procedures.
  • Strong written and verbal English communication skills.
  • Availability to work Monday to Friday in Eastern Standard Time (EST).
  • Prior experience with audio troubleshooting is a plus.
  • Prior experience with Wi-Fi troubleshooting is a plus.
  • Comfort working in a client-facing environment with constant communication across teams outside Quebec.

Interested in this position?

Apply directly on the company website

Apply Now

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