Network Monitoring Technician ensuring the availability of charging stations for electric vehicles. Responsible for diagnosing issues and collaborating with clients for quick resolution.
About the role
- NOC Tier 1 Support Specialist monitoring customer surveillance systems for health alerts. Ensuring timely resolution and customer satisfaction in a hybrid environment.
Responsibilities
- Provide remote product health monitoring function for any customers subscribed to our Managed Services. Includes:
- o Reviewing and maintaining the Command Enterprise Server Health Alert Inbox
- o Performing any remote diagnostics and applying fixes on monitored recording devices and IP cameras/encoders
- o Logging all health alerts within the NOC’s ticketing database
- o Updating tickets to keep their status current
- o Creating and maintaining tickets for customers who purchased the Field of View Service
- Ensure the Health Scan’s product to customer mapping is correctly configured
- Participate in maintenance and administration of the NOC reporting and tracking database
- Work independently through verbal/written instructions from management
- Promote and maintain customer satisfaction by ensuring issues are resolved or escalated promptly and as per any Service Level Agreements.
- Other related duties incidental to the department.
- Ensure to remain updated on all the latest training on March products and solutions
- Escalate problems/issues to NOC Level 2 team when required
- Perform IP Camera firmware upgrades as required
Requirements
- Bachelor 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:
- o Windows 98/NT/2000/XP/2003, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, hubs.
- o LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting.
- o UNIX/Linux.
- o Security products, DVR's, IP cameras, CCTV in general.
- Working knowledge of the security industry
- Ability to work:
- o Independently and as part of a team
- o Well under pressure and meet deadlines
- o In a fast-paced, dynamic environment, ability to prioritize and multitask
- Excellent written communication skills
- Customer focused, attentive, investigative, commitment to quality
- Database as well as programming/scripting skills are considered a definite asset
- 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
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