Website High Tech Genesis
HTG is looking for a Level 1 Technical Support Specialist to join our Kanata team and provide support on our intelligent IP video surveillance solutions!
Your responsibilities include:
Provide Level 1 Technical Support to 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
Maintain accurate and timely records of all Customer communications in Salesforce
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 our software and firmware
Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies
University Degree in Engineering or Technology or College Diploma
Minimum 1 to 2 years of relevant work experience
Excellent communication skills with the ability to communicate with customers in their preferred language such as English, French, Spanish, Hindi
Proven customer service and business acumen
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
Experience with digital video recorders and CCTV surveillance technologies
Experience with analogue and IP cameras
Active Directory administration and troubleshooting
VMWARE administration and troubleshooting
CompTIA A+ or related certification
Cisco CCNA or related certification
Note 1: You MUST be legally entitled to work in Canada (i.e., possess Canadian Citizenship, Permanent Residency or Valid Work Permit).
Note 2: High Tech Genesis Inc. is an Equal Opportunity Employer.
Note 3: In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HTG will provide accommodation accessible formats and communication supports for the interview process upon request.
Note 4: Please submit an MS Word version of your resume when applying for this position.
Note 5: Salary is commensurate with experience.
How to apply:
Begin your exciting career with us by applying on-line at: https://jobs.hightechgenesis.com/o/level-1-technical-support-specialist