SGS Consulting Looking for Technical Support Specialist at Canada Full Time

Title:           Technical Support Specialist I (Remote)

Duration:   6 months (Temp to Hire)

Shift: Monday – Friday (Eastern time zone) 08:00 Am to 05:00 Pm

Pay Rate: $26/HR (on T4 without any benefits)

Location: 100% Remote

Reporting to a Technical Support Team Lead, the Technical Support Analyst ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.

Responsibilities:

• Maintain a strong understanding of Avigilon software and products, including cameras, servers, and networks.

• Troubleshoot Avigilon hardware and software products over the phone and through remote sessions

• Concisely document software, hardware, and network information in a case management system

• Provide an exceptional customer experience during calls, emails, chat, and customer escalations

• Prioritize between tasks including inbound calls, existing case management, live chat, email requests

• Continuously learns new skills, technologies & products

• Language: French + English required.

• Exceptional skills in problem solving & time management

• Able to provide timely updates and manage customer expectations

• Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision

• Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• Demonstrates a continuous learning mindset to digest the technical details of an ever evolving product line

• Agile, resourceful learner with strong attention to detail

Candidates must be able to display a working knowledge with:

• Applying technical concepts to troubleshooting procedures

• Installing, configuring, and troubleshooting various operating systems, software, and hardware

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

Preference will be given to candidates with the following skills and experience:

• 6+ months of customer support experience in specific technical support environments: video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk

• Degree/Diploma in Computer Information Systems, System Administration, Computer Science or equivalent

• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+

• A familiarity with the Onvif profile or other video streaming services

• French, fluency

• Experience working in environments using the KCS Methodology