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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada March Networks Full time
Job Title: Level 1 Technical Support Specialist

March Networks is seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our Ottawa team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers in the Latin American region.

Key Responsibilities:
  • Provide Level 1 technical support to customers via phone, chat, and email
  • Foster strong relationships with customers and sales engineers
  • Manage customer expectations and maintain a high level of professionalism
  • Adapt to changing priorities and work closely with other teams to resolve critical customer issues
  • Provide RMA services for March Networks hardware
  • Maintain accurate records of customer communications in Salesforce
  • Investigate and characterize problems to reproduce customer issues in the lab
  • Perform remote diagnostics and occasional onsite troubleshooting
  • Participate in after-hours on-call rotations
  • Create knowledge base articles to document solutions
Requirements:
  • University degree in engineering or technology or college diploma
  • Minimum 1-2 years of relevant work experience
  • Excellent communication skills in English with the ability to communicate with customers in their preferred language
  • Proven customer service and business acumen
  • Prior experience in the security industry
  • Ability to adapt to a changing environment and handle multiple priorities
Assets:
  • 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

March Networks is an equal opportunity employer and supports a diverse workforce. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Salary range: $70,000 – 80,000/year CAD plus a competitive benefits package.