Company Overview:

Cineplex Digital Networks (formerly EK3 Technologies Inc.) is a full-service In-Store Digital Merchandising provider operating in all 10 Canadian provinces & 3 territories, 32 U.S. States and the United Arab Emirates.  Treating each store as a unique marketing entity and pioneering the concept of Smart Store NetworksTM, CDN specializes in SaaS-based solutions, deployment and technical services, strategic planning, content creation and media sales.  With well over a decade of research and development experience, CDN has deployed some of the world’s largest and most complex digital networks using proprietary state-of-the-art technology and patented software. 

Position Overview:

Your primary responsibilities will be to provide technical support functions including, but not limited to, remote provisioning of CDN devices on client networks, remote troubleshooting of issues reported by customers in regards to CDN network or content, network monitoring and customer training all within the CDN Technical Support Centre.  The CDN Technical Support Centre functions 24/7 and therefore all employees must be willing and able to work shifts and provide their own transportation.

• Daily Network Monitoring, exception reporting and issue triage using ServiceMax case handling software
• Provide Help Desk support to customers and field service teams with respect to troubleshooting problems related to CDN – including, but not limited to hardware, software, applications and systems
• Using CDN content management software, perform priority content updates on client networks
• Abide by and adhere to Service Level Agreements regarding specific clients
• Document CDN software defects or feature requests on behalf of customers via bug reporting software to engineering
• Dispatch field service technicians to perform triage and replacement of CDN equipment at client locations
• Collaborate with internal teams at CDN to bring time sensitive problems to quick resolution
• Perform customer training sessions for customers on CDN products using WebEx software
   
  Education and Experience:
• Must be fully bilingual in French and English
• College Diploma or Equivalent Experience in a technical discipline
• Must have 2-3 years minimum relevant experience in a technical role
• Strong network troubleshooting skills in a client / server architecture
• Familiarity with Linux operating systems would be an asset
• Ability to work with minimal supervision in a constantly changing environment
• Attention to detail, ability to multitask and self-motivated
• Customer Oriented and ability to resolve customer issues on the phone
• Demonstrates solid communication skills, both verbal and written
• Strong interpersonal skills
• Excellent Problem Solving Skills
• Comfortable with remote device and peripheral troubleshooting
• General technical skills/aptitude around computers, networking devices, Microsoft applications
• Familiarity with Linux operating systems would be an asset
• Ability to work shifts and provide own transportation

          Compensation and Benefits:

• CDN offers a competitive compensation package and comprehensive health/dental/vision plan, as well as a Group Retirement Savings Plan.  All full time employees also have access to free movies through the Premier Card program.