At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team. 

The Bell Media team creates and delivers the best Canadian and international content across our digital media, television, radio, and out-of-home advertising platforms. We’re looking for innovative team players ready to take some of the most well-known entertainment brands in the country to the next level.

Position: Multi-platform Technical Support, Bell Media

Job Status: Regular- full time

Location: 9 Channel Nine Court, Toronto (Ontario)

Salary: As per the Collective Agreement  

Hours of work: Shift work

Reporting to the Video Service Operations Manager, the candidate should have the necessary technical background to manage and support multiple TV services and technical resources including ownership of processes. The main accountability of the team is to support and influence internal partners to address any escalations related to incident, major incident, problem, change, and configuration management. The extended team of which the candidate will be a part of, is composed of experts in video services. The technological challenges are great because of the constant introduction of new technologies in this field, which will require the candidate to continually develop and improve their knowledge in order to stay up-to-date on the supported solutions.

The candidate must have a passion to assist in transforming the team towards operating with an agile mindset. Accordingly, the position demands a technology-professional with exceptional oral and written communication capabilities, and a strong sense of ownership and an orientation towards fostering effective teams that are continuously improving.

Responsibilities:

• Responsible for assessing tickets that have been escalated from L1 Customer Care support
• Provide support and escalation that ensures SLA targets for incidents and changes
• Troubleshoot and resolve issues when possible and escalate to the appropriate level 3 team when required
• Identify wider spread issues by recognizing patterns / trends in the reported issues
• Responsible for communicating known customer facing issues/service outages to level 1 and applicable stakeholders
• Document and report all known and current issues
• QC VOD and monitor live streams for all Bell Media brands
• Live Event Reporting as required
• Other brand-related responsibilities as required

Qualifications:

• Level 2 - Experience providing customer support in a technical support setting
• Post-secondary degree in a related field
• In-depth knowledge of delivering content over HTTP. Experience with video delivery in particular is beneficial
• A working knowledge of the OSI model, and in-depth understanding of TCP/IP
• Minimum of three years relevant experience with video streaming environments including transcoding, adaptive packaging, encryption and content delivery networks
• Experience with Windows and Linux operating systems
• Ability to run general diagnostics to identify software and hardware compatibility problems
• Experience using Jira, Confluence, Conviva, New Relic, Adobe Analytics, Kibana
• Familiarity with Agile Scrum, and ITIL Service methodology
• Networking experience with Java and Python a definite asset
• Advanced knowledge of Excel and Powerpoint
• Excellent verbal and written communications skills
• Motivated self-starter, with a proven track record in following through with tasks and projects
• A sense of accountability with proven experience working in a team environment
• Experience in media and telecommunication industries preferred
• Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Union 

Job Status: Regular - Full Time 

Job Location: Canada : Ontario : Toronto 

Flexible work profile: Remote

 Application Deadline: 03/31/2022 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.