Remote Network Operations Centre - Support Specialist Tier One
at March Networks

Summary

Join our team at March Networks and enjoy flexibility, support for a healthy work-life balance, and professional development opportunities. As a Network Operations Center (NOC) Tier 1 Support Specialist, you'll monitor customer's install base of March Networks products, provide remote product health monitoring, and ensure issues are resolved or escalated promptly.

Requirements

• Bachelor degree or post-secondary education, preferably in Computer Science, Engineering or Mathematics or related work experience
• Cisco Certified Network Associate (CCNA) certification or CompTia Network+ and A+ is preferred
• Sound knowledge of: Windows 98/NT/2000/XP/2003, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, hubs
• LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting
• UNIX/Linux
• Security products, DVR's, IP cameras, CCTV in general
• Working knowledge of the security industry
• Ability to work: Independently and as part of a team
• Well under pressure and meet deadlines
• In a fast-paced, dynamic environment, ability to prioritize and multitask
• Excellent written communication skills
• Customer focused, attentive, investigative, commitment to quality
• Database as well as programming/scripting skills are considered a definite asset
• Ability to maintain composure in stressful situations
• Strong organizational skills
• Analytical and problem solving skills
• Service oriented and solution driven
• Ability to communicate technical information to both technical and non-technical audiences

Responsibilities

• Provide remote product health monitoring function for any customers subscribed to our Managed Services
• Reviewing and maintaining the Command Enterprise Server Health Alert Inbox
• Performing any remote diagnostics and applying fixes on monitored recording devices and IP cameras/encoders
• Logging all health alerts within the NOC's ticketing database
• Updating tickets to keep their status current
• Creating and maintaining tickets for customers who purchased the Field of View Service
• Ensure the Health Scan's product to customer mapping is correctly configured
• Participate in maintenance and administration of the NOC reporting and tracking database
• Work independently through verbal/written instructions from management
• Promote and maintain customer satisfaction by ensuring issues are resolved or escalated promptly and as per any Service Level Agreements
• Ensure to remain updated on all the latest training on March products and solutions
• Escalate problems/issues to NOC Level 2 team when required
• Perform IP Camera firmware upgrades as required