Technical Support Specialist
3 weeks ago
**Technical Support Specialist**
ID #: 78BH021323TSS
Location: Kanata, ON Canada
Hybrid: 3 days/week
Term: Permanent
HTG is looking for a Level 1 Technical Support Specialist to join our Kanata team and provide support on our intelligent IP video surveillance solutions
Your responsibilities include:
- 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
- Maintain accurate and timely records of all Customer communications in Salesforce
- 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 our software and firmware
- Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies
- University Degree in Engineering or Technology or College Diploma
- Minimum 1 to 2 years of relevant work experience
- Excellent communication skills with the ability to communicate with customers in their preferred language such as English, French, Spanish, Hindi
- Proven customer service and business acumen
- Ability to adapt to a changing environment and handle multiple priorities
- Strong analytic and troubleshooting skills including:
- Linux administration and troubleshooting
- IP network and routing troubleshooting
- Wireless network troubleshooting
- Computer hardware troubleshooting
- Security and firewall troubleshooting
**Desired skills**:
- 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
Note 1: You MUST be legally entitled to work in Canada (i.e., possess Canadian Citizenship, Permanent Residency or Valid Work Permit).
Note 2: High Tech Genesis Inc. is an Equal Opportunity Employer.
Note 3: In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HTG will provide accommodation accessible formats and communication supports for the interview process upon request.
Note 5: Salary is commensurate with experience.
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