Level 1 Technical Support Specialist - Ottawa, ON
March Networks is a global technology company focused on creating a positive working environment. The Level 1 Technical Support Specialist will provide technical support to customers primarily in the Latin American region, ensuring customer satisfaction and maintaining strong relationships through effective communication and problem-solving skills.
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
Skills
- 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
- 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
Benefits
- Competitive salary
- Medical/Dental benefits offered immediately from Day 1
- EAP access
- Professional development support
- Company holiday closure
Company Overview