Skip to main content

Network Operations Centre Support Specialist

Location: Ottawa, ON
Posted on: March 3, 2021

Opportunity:

March Networks’ Managed Services team monitors tens of thousands of cameras, encoders and network video recorders (NVRs) for dozens of customers around the world to optimize the availability of mission-critical video surveillance systems. With the release of March Networks’ unique Insight system, interest in this service continues to grow.

March Networks is looking to expand the Managed Services team with a Network Operations Center (NOC) Support Specialist to proactively monitor for potential issues, take corrective actions as required, coordinate the rollout of upgrades and enhancements, maintenance releases and emergency patches, analyze system data for potential issues and/or trends, provide system status reports, and exceed customer expectations.

Duties and Responsibilities:

  • Provide remote monitoring functions for specific customer within Managed Services
  • Provide technical guidance and support to customers as required
  • Track and record all customer communication
  • Manage customer warranty and service entitlement
  • Remote diagnostics and repair of recording devices and IP cameras/encoders
  • Schedule and initiate all patches and software upgrade rollouts
  • Handle customer inquiries and escalate to the appropriate contact
  • Maintain and update database and provide various daily/weekly/monthly reports
  • Report in-field software/hardware feature requests
  • Notify of hardware and software issues (logging of issues/bugs)
  • Collaborate with other groups, specifically R&D and PV
  • Participate in maintenance and administration of the NOC reporting and tracking database
  • Take inbound/outbound customer support calls and emails
  • Troubleshoot and resolve complex and technical customer software/hardware issues
  • Initiate RMA’s for customer identified equipment
  • Other related duties incidental to the department

Experience and Qualifications:

  • Bachelor’s 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 communication skills both written and verbal
  • Ability to communicate technical information to both technical and non-technical audiences
  • Ability to maintain composure in stressful situations
  • Strong organizational, analytical, and problem solving skills
  • Customer focused, attentive, investigative, and committed to quality

Assets:

  • Database as well as programming/scripting skills

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. Applicants can make their accommodation needs known to us in their application.

Apply now
Sign up for our newsletter here Get the latest news and information on our IP video products with March Networks News. Subscribe now
Return to top