Level 1 Technical Support Specialist

July 31

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March Networks

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Transforming video into intelligence

IP Video Surveillance Solutions • High-Definition IP Cameras • Software Applications for Fraud and Loss Prevention • Video Management System (VMS) Software • Hybrid Recorders (NVRs/DVRs)

201 - 500

💰 Venture Round on 2000-08

Description

• 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

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