March Networks is hiring a
Level 1 Technical Support Specialist, Canada

Summary

The job is a permanent full-time Level 1 Technical Support Specialist position at March Networks in Ottawa, ON. The role involves providing technical support to customers primarily in the Latin American region and requires expertise with Digital Video Recorders, Cameras, and Video Management Software. The company offers flexibility, work-life balance, professional development opportunities, and a positive working environment.

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

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

Preferred Qualifications

• 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

• Flexibility and support for a healthy work-life balance
• Professional development opportunities
• Remote work, flexible hours (3 days onsite in Ottawa)
• Openness for potential travel is an asset
• Must be fluent in Spanish serving our Latin American customers
• Accommodations are available upon request for candidates taking part in all aspects of the selection process