Technical Support Specialist

Location: Ottawa, ON
Posted on: December 4, 2017

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:

The Junior Technical Support Specialist is part of our Ottawa team providing level one technical support to March Networks customers worldwide working on the 11am to 7pm shift. You will become an expert with our exclusive suite of Digital Video Recorders, IP Cameras and Video Management Software, which is integral to our customers’ satisfaction. Your exemplary customer communication skills, eagerness to master new technologies and enthusiasm to support our market leading products will make you the ideal candidate.

Duties and Responsibilities:

  • Provide level one technical support to March Networks customers via phone and email
  • Provide RMA (return material authorization) services for March Networks hardware
  • Maintain accurate and timely records of all customer communications
  • Investigate and reproduce customer problems in the lab
  • Work closely with R&D and Verification teams to drive solutions for customer issues
  • Perform remote diagnostics and occasional onsite troubleshooting to resolve customer issues
  • Participate in after hours on-call rotations
  • Create knowledge base articles to document solutions

Qualifications:

  • Diploma or Degree in Engineering, or equivalent
  • Minimum 1 year of professional experience providing telephone technical support to customers

Skills and Experience:

  • Ability to work independently and as part of a team
  • Ability to thrive in a fast-paced and dynamic environment
  • Strong analytical and troubleshooting skills
  • Windows Server 2008 maintenance and troubleshooting
  • Windows 7, 8, 10 operating system and application troubleshooting
  • Linux troubleshooting
  • IP network and routing troubleshooting
  • Wireless network troubleshooting
  • Computer hardware troubleshooting
  • LAN security and firewall troubleshooting
  • Proficient with Microsoft Office

Assets:

  • Experience with digital video recorders and CCTV surveillance technologies
  • Experience with analogue and IP cameras
  • Experience programming and scripting
  • Experience with hardware and software product verification
  • Active Directory administration and troubleshooting
  • VMWARE administration and troubleshooting
  • CompTIA A+ or related certification
  • Cisco CCNA or related certification
  • Microsoft MCTS or related 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. Applicants can make their accommodation needs known to us in their application.

Apply now
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