Cctv Technical Support Specialist I

On behalf of our client, Procom is currently seeking Two
CCTV Technical Support Specialists I to assist customers by phone with troubleshooting and incident creation to resolve customer issues.

The client has requested bilingual in English and French.

CCTV Technical Support Specialist I Role Details:

a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.

Responsibilities:

• Troubleshoot client hardware and software products over the phone and through remote sessions
• Concisely document software, hardware, and network information in a case management system
• Maintain a strong understanding of client software and products, including cameras, servers, and networks.
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests
• Continuously learns new skills, technologies & products
• Able to provide timely updates and manage customer expectations
• Provide an exceptional customer experience during calls, emails, chat, and customer escalations
• Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
• Agile, resourceful learner with strong attention to detail
• Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
• Language: French + English required.
• Exceptional skills in problem solving & time management
• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
• Demonstrates a continuous learning mindset to digest the technical details of an ever evolving product line

Candidates must be able to display a working knowledge with:

• Installing, configuring, and troubleshooting various operating systems, software, and hardware
• Applying technical concepts to troubleshooting procedures
• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

CCTV
Technical Support Specialist I Mandatory Skills:

• 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
• 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

CCTV Technical Support Specialist I Assignment Length

4-month contract with extension and conversion to employee possible

CCTV Technical Support Specialist I Start Date

September 4th 2023

CCTV Technical Support Specialist I Location

Remote from Canada EST Working hours