Network Operations Centre – Support Specialist Tier 1

March Networks; Ottawa; On-site; CAD 60,000 - 66,000; Full time

Job summary

March Networks is seeking a Network Operations Center (NOC) Tier 1 Support Specialist to monitor customer installations and health alerts for our Managed Services. You will remotely diagnose devices, log tickets, and escalate as needed to maintain service levels.

Ideal candidates have CCNA/Network+ and A+ certifications, with strong Windows/Linux and networking knowledge. Must excel under pressure in a fast-paced environment, and communicate clearly with customers and teams.

Qualifications

• Bachelor's degree or equivalent in CS/Engineering/Math or related experience.
• CCNA, Network+ and A+ certifications preferred.
• Strong knowledge of Windows/Linux, TCP/IP, LAN/WAN, routers/switches.

Responsibilities

• Provide remote health monitoring for Managed Services customers and log health alerts.
• Update and maintain NOC tickets and escalation where needed.
• Perform IP camera firmware upgrades and remote diagnostics.
• Escalate issues to NOC Level 2 and ensure SLA adherence.
• Maintain NOC database and health mappings for devices and customers.

Skills

CCNA

CompTIA Network+

CompTIA A+

Networking basics

Customer service

SLA awareness

Education

Bachelor's degree or higher

Tools

Windows

UNIX/Linux

Networking gear

Job description

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:

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 to review 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, DVR's, 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.

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

Hiring salary range for this position is between $60,000 - $66,000. This is an existing vacancy with one opening.