Level 1 Technical Support Specialist - Ottawa, ON

March Networks•Ottawa, ON

1d•CA$75,000 - CA$85,000•Hybrid

About The Position

You will be part of our Ottawa team providing Level 1 Technical Support to March Networks Customers primarily in the Latin American region. You will become an expert with our exclusive suite of Digital Video Recorders, Cameras and Video Management Software, and will be integral to our customers’ satisfaction. Your exemplary communication skills, eagerness to master new technologies, and enthusiasm to support our market leading products will make you the ideal candidate.

Requirements

University Degree in Engineering or Technology or College Diploma
Minimum 1 to 2 years of relevant work experience
Excellent communication skills in English with the ability to communicate with customers in their preferred language (knowledge of French, or Hindi an asset)
Proven customer service and business acumen
Prior experience in the security industry
Ability to adapt to a changing environment and handle multiple priorities
Strong analytic and troubleshooting skills including: Windows Server 2012, 2016 and 2019 maintenance and application troubleshooting
Windows 10 operating system and application troubleshooting
Linux administration and troubleshooting
IP network and routing troubleshooting
Wireless network troubleshooting
Computer hardware troubleshooting
Security and firewall troubleshooting

Nice To Haves

Experience with digital video recorders and CCTV surveillance technologies
Experience with analogue and IP cameras
Active Directory administration and troubleshooting
VMWARE administration and troubleshooting
CompTIA A+ or related certification
Cisco CCNA or related certification
Microsoft certification
Openness for potential travel is an asset

Responsibilities

Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and email
Foster trust and build strong relationships with Customers and Sales Engineers
Maintain a high level of professionalism and manage customer expectations under multiple scenarios
Adapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues
Provide RMA (return material authorization) services for March Networks hardware
Maintain accurate and timely records of all Customer communications in Salesforce
Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis
Perform remote diagnostics and occasional onsite troubleshooting to resolve Customer issues
Participate in after hours on-call rotations for 1-week durations
Create knowledge base articles to document solutions
Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras
Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware
Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies