Network Operations Centre - Support Specialist Tier 1, Ahuntsic 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 colleaguesall over the world. 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.

Opportunity March Networks’ Managed Services team monitors tens of thousands of cameras, encoders and network video recorders (NVRs) customers around the world to optimize the availability of mission‑critical video surveillance systems. March Network offers these customers its unique Insight web portal, to allow them toreview tickets, asset inventory and much more.

March Networks is looking to expand the Managed Services team with a Network Operations Center (NOC) Tier 1 Support Specialist to proactively monitor a customer’s install base of March Networks products for potential health alerts, taking corrective actions as required and creating tickets for dealer onsite visits.

Duties and Responsibilities

Provide remote product health monitoring function for any customers subscribed to our Managed Services. Includes:

Reviewing and maintaining the Command Enterprise Server Health Alert Inbox

Performing any remote diagnostics and applying fixes on monitored recording devices and IP cameras/encoders

Logging all health alerts within the NOC’s ticketing database

Updating tickets to keep their status current

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

Experience and Qualifications

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:

Windows 98/NT/2000/XP/2003, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, hubs

LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting

UNIX/Linux

Security products, DVRs, IP cameras, CCTV in general

Working knowledge of the security industry

Ability to work:

Independently and as part of a team

Well under pressure and meet deadlines

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

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

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.

Hiring salary range for this position is between $60,000 - $65,000. This is a new vacancy with one opening.

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