Level 1 Technical Support Specialist

Location : Ottawa, ON

Posted on : July 30, 2024

Level 1 Technical Support Specialist Ottawa, ON

Permanent full-time

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career.

You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world.

At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

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.

Duties and 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

Working Conditions :

• Hybrid environment 3 days onsite in Ottawa
• Openness for potential travel is an asset
• Must be fluent in Spanish serving our Latin American customers

Qualifications :

• 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

Assets :

• 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

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their cover letter.

Salary range : $70,000 80,000 / year CAD plus a competitive benefits package

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