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Network Operations Centre Support Specialist

Location: Ottawa, ON
Posted on: October 22, 2021

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. Our employees enjoy a comprehensive Total Rewards Package including attractive time-off policies and an annual bonus plan. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

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 Network’s 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 monitoring functions for specific customer within Managed Services
  • Provide technical guidance and support as required
  • Track and record all customer communication
  • Manage customer warranty and service entitlement
  • Remote diagnostics and repair
  • Patch and upgrade rollout
  • 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
  • Collaborate with other groups, specifically R&D and PV
  • Participate in maintenance and administration of the NOC reporting and tracking database
  • Promote and maintain customer satisfaction by ensuring issues are resolved to the customer’s satisfaction
  • 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 including, identifying affected equipment serial numbers and processing RMA’s for each identified item
  • Other related duties incidental to the department

Qualifications:

  • Bachelor’s Degree or post-secondary education, preferably in Computer Science, Engineering or Mathematics
  • Cisco Certified Network Associate (CCNA) certification 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, CCTV and IP cameras
  • Ability to work:
    • Independently and as part of a team
    • Well under pressure and meet deadlines
    • In a fast-paced and dynamic environment
  • Excellent communication skills both written and verbal
  • Experience dealing directly with all levels of customers (i.e. end users, managers, and VPs)
  • Pleasant and professional phone manner
  • 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

 Assets:

  • Database and 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
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