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

Information Technology

10K-50K (12340)

Founded 1998

49 open positions

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Network Troubleshooting Specialist // Spécialiste en dépannage de réseaux

3 weeks, 3 days ago

Canada

Full-time

Senior

Network Engineer

DevOps and Infrastructure

DNS

Apply Now

Keywords Studios

Internet Software & Services

10K-50K

Founded 1998

View All Jobs 49

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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