IT Support Technician supporting SysGen Solutions Group’s managed services and internal IT operations in Calgary. Monitoring systems, troubleshooting devices, and assisting clients and employees.
About the role
- Level 1 Technical Support Specialist providing technical support to March Networks customers in the Latin American region. Engaging with cutting-edge technology for digital video surveillance systems.
Responsibilities
- Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and email
- Foster trust and build strong relationships with Customers and Sales Engineers
- Maintain a high level of professionalism and manage customer expectations under multiple scenarios
- Adapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues
- Provide RMA (return material authorization) services for March Networks hardware
- Maintain accurate and timely records of all Customer communications in Salesforce
- Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis
- Perform remote diagnostics and occasional onsite troubleshooting to resolve Customer issues
- Participate in after hours on-call rotations for 1-week durations
- Create knowledge base articles to document solutions
- Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras
- Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware
- Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies
Requirements
- University Degree in Engineering or Technology or College Diploma
- Minimum 1 to 2 years of relevant work experience
- Excellent communication skills in English with the ability to communicate with customers in their preferred language (knowledge of French, or Hindi an asset)
- Proven customer service and business acumen
- Prior experience in the security industry
- Ability to adapt to a changing environment and handle multiple priorities
- Strong analytic and troubleshooting skills including:
- Windows Server 2012, 2016 and 2019 maintenance and application troubleshooting
- Windows 10 operating system and application troubleshooting
- Linux administration and troubleshooting
- IP network and routing troubleshooting
- Wireless network troubleshooting
- Computer hardware troubleshooting
- Security and firewall troubleshooting
Benefits
- Competitive salary
- Medical/Dental benefits offered immediately from Day 1
- EAP access
- Professional development support
- Company holiday closure
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