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Support engineer


This is a Full-time position in Gatineau, QC posted May 11, 2019.

Why Work for InfoVista InfoVista prides itself on encouraging and fostering the entrepreneurial spirit that lies within every member of the company.

We know the future of our company rests on the talents of its employees, so we cultivate excellence in all phases of an employee’s life cycle in the company starting with recruitment.

InfoVista has much to offer; an exciting career with a growing Company and international exposure.

We provide the opportunity to join a team where your talents will be recognized, where your ideas and your experience will make the difference and where our focus is your success.

On top of these, we strive to give the best in : Training of the latest technologies and InfoVista products; Attractive career development; International mobility in our various subsidiaries; Attractive salary and benefit packages.

Join InfoVista and take your career into a new exciting level in a constantly changing, dynamic environment!

Job description As a member of the support technical team and in close collaboration with our R&D department, you will be responsible for providing full resolution of technical problems encountered by our customers and partners on the ipanema SD-WAN products.

You will offer high quality service that requires a broad knowledge of IT infrastructure, enterprise networks, systems and software.

Your ability to cooperate and communicate in an international environment will be a definite advantage.

Key Responsibilities Provide customer support and technical resolution via E-Mail, phone, or other electronic medium.

Identify, correct, or advise on operational issues in client networks or sites.

Utilize lab platforms (systems and networks) to reproduce customer environment.

Regularly write and update articles for support knowledge base.

Communicate effectively with various internal teams (R & D, Consulting, Product Management, ..) to ensure optimized solutions are offered to customers.

Qualifications Requirements: BS/MS degree in Computer Science / Networks.

2-5 years of relevant experience Technical Knowledge of computer networks: TCP / IP; LAN / WAN architectures AND a global IT background Able to work independently and efficiently to meet deadlines.

Self-motivated, detail-oriented and organized.

Experienced with troubleshooting hardware and software issues.

Proficient in network related applications such as Wireshark and tcpdump.

Excellent communication (oral and written), interpersonal, and presentation skills.

Preferred: A hands-on experience in a technical environment and/or Telecom Networks.

Technical knowledge of MPLS, QoS, advanced TCP / IP, BGP, Windows / Linux OS.

Cisco CCNA Certification.

Knowledge of Cisco Routers and switches Knowledge of capturing and decoding network packet captures.

Knowledge of Network Monitoring tools and utilities.

Additional: Candidate will be required to work early, late or on-call shifts for a scheduled period.

Some international travel is required.

As a support engineer, we will expect a curious and “logical” mind, able to communicate effectively with a customer.

Flexibility to work early/late shift and cover for Bank Holidays (home office) in a rotation process.

InfoVista is an Equal Opportunity Employer.

We are committed to the principles of equal opportunity and freedom from any harassment or discrimination for all candidates and employees.

We adhere to these in all our hiring, promotion, employee movement practices.