Level 1 Technical Support Specialist - Mexico

Overview

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 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.

Opportunity

You 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.

Responsibilities

Provide Level 1 Technical Support to March CSPs, End 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 for March Networks hardware

Maintain accurate and timely records of all Customer communications in Salesforce

Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis

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 March Networks recorders, encoders, cameras, and third-party cameras

Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware

Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies

Working Conditions

Working in our Mexico City office

Openness for potential travel is an asset

Must be fluent in English / Spanish serving our Latin American customers

Qualifications

University Degree in Engineering or Technology or College Diploma

Minimum 1 to 2 years of relevant work experience

Excellent communication skills in English / Spanish with the ability to communicate with customers in their preferred language

Proven customer service and business acumen

Prior experience in the security industry

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

Assets

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

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 cover letter.

Please note March Networks does use AI as part of the recruitment process.

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