Technical Support Specialist (Ottawa)

Technical Support Specialist

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 Required skills and experience 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 Desired skills 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 Microsoft 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. Begin your exciting career with us by applying on-line at s jobs.hightechgenesis.com o technical-support-specialist-kanata