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Technical Support Specialist
Professional ServicesOttawa, ON

**Proud winner of the 2016 Best Ottawa Business Award for Company of the Year for Kanata North **

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.

Purpose:

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 Camera’s and Video Management Software and become 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.

Responsibilities:

  • Provide level one Technical Support to March Customers via phone and email
  • Provide RMA (return material authorization) services for March 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
  • Ability to work independently and as part of a team
  • Ability to thrive in a fast-paced, dynamic environment
  • Demonstrate strong analytical and troubleshooting skills

Education:

  • Engineering Degree or Diploma with relevant experience

Experience:

  • At least 1 year of professional experience providing telephone technical support to Customers
  • 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
  • Microsoft Office proficiency
  • LAN security and firewall troubleshooting

The following would be considered an asset:

  • Experience with digital video recorders and CCTV surveillance technologies
  • Experience with analogue and IP cameras
  • CompTIA A+ or related certification
  • Cisco CCNA or related certification
  • Microsoft MCTS or related certification
  • Programming and scripting experience
  • Hardware and software Product Verification experience
  • Active Directory administration and troubleshooting
  • VMWARE administration and troubleshooting

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodation will be provided in all parts of the hiring process. Applicants can make their accommodation needs known to us in their cover letter.

 

 

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