Level 1 Technical Support Specialist

OverviewAt 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 colleagues all 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.OpportunityYou will be part of our support team providing Level 1 Technical Support to March Networks Customers primarily in the Latin American region. You will become an expert with our exclusive suite of Digital Video Recorders, Cameras and Video Management Software, and will be integral to our customers' satisfaction. Your exemplary communication skills, eagerness to master new technologies, and enthusiasm to support our market leading products will make you the ideal candidate.ResponsibilitiesProvide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and emailFoster trust and build strong relationships with Customers and Sales EngineersMaintain a high level of professionalism and manage customer expectations under multiple scenariosAdapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issuesProvide RMA (return material authorization) services for March Networks hardwareMaintain accurate and timely records of all Customer communications in SalesforceInvestigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysisPerform remote diagnostics and occasional onsite troubleshooting to resolve Customer issuesParticipate in after hours on-call rotations for 1-week durationsCreate knowledge base articles to document solutionsDevelop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party camerasDevelop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmwareDevelop expertise and maintain strong analytic and troubleshooting skills with third party software and technologiesWorking ConditionsWorking in our Mexico City officeOpenness for potential travel is an assetMust be fluent in English/Spanish serving our Latin American customersQualificationsUniversity Degree in Engineering or Technology or College DiplomaMinimum 1 to 2 years of relevant work experienceExcellent communication skills in English/Spanish with the ability to communicate with customers in their preferred languageProven customer service and business acumenPrior experience in the security industryAbility to adapt to a changing environment and handle multiple prioritiesStrong analytic and troubleshooting skills including:Windows Server ****, **** and **** maintenance and application troubleshootingWindows 10 operating system and application troubleshootingLinux administration and troubleshootingIP network and routing troubleshootingWireless network troubleshootingComputer hardware troubleshootingSecurity and firewall troubleshootingAssetsExperience with digital video recorders and CCTV surveillance technologiesExperience with analogue and IP camerasActive Directory administration and troubleshootingVMWARE administration and troubleshootingCompTIA A+ or related certificationCisco CCNA or related certificationMicrosoft certificationMarch 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 cover letter.Please note March Networks does use AI as part of the recruitment process.#J-*****-Ljbffr