Technical Support Specialist

Company Info
High Tech Genesis
Ottawa, ON, Canada

Phone: 6136675586
Web Site:

Company Profile


Technical Support Specialist


Ottawa, ON 



Job ID:


Job Description:

High Tech Genesis is looking for a Level 1 Technical Support Specialist. 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.
The roles and responsibilities:
  • Provide Level 1 Technical Support to Customers and Sales Engineers
  • 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
  • Maintain accurate and timely records of all Customer communications in Salesforce
  • 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 our software and firmware
  • Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies
Required skills and experience:
  • Excellent communication skills
  • 1+ year in a tech related role
  • Windows 10 operating system application troubleshooting
  • Windows Server 2012/2016/2019 maintenance and troubleshooting
  • Basic Linux (Command Line Interface)
  • IP networking knowledge (pinging, tracing, net masking)
  • Must be vaccinated
  • Must have work permit and working on permanent residency
Desired skills:
  • Active Directory administration and troubleshooting
  • VMWARE, Azure, AWS
  • CompTIA A+ or related certification
  • Cisco CCNA or related certification
  • Microsoft certification
Note 1: You MUST be legally entitled to work in Canada (i.e., possess Canadian Citizenship, Permanent Residency or Valid Work Permit).
Note 2: High Tech Genesis Inc. is an Equal Opportunity Employer.
Note 3: In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HTG will provide accommodation accessible formats and communication supports for the interview process upon request.
Note 4: Please submit an MS Word version of your resume when applying for this position.
Note 5: Salary will be commensurate with experience.