Tier 1 Technical Support Specialist

About the role

We are seeking a Tier 1 Technical Support Specialist to assist clients using video surveillance systems, including IP cameras and video management software. The role blends technical troubleshooting with customer service, requiring strong problem‑solving abilities and clear communication.

Key responsibilities

• Provide technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot issues involving IP cameras, video management servers, and related software.
• Troubleshoot Windows Server and network‑related problems using remote support tools.
• Document troubleshooting steps and resolutions accurately in support tickets.
• Follow up with customers to confirm successful issue resolution.
• Identify and escalate complex issues to higher‑level technical support when necessary.
• Continuously expand knowledge of video surveillance systems, server environments, and networking technologies.
• Create and update knowledge‑base articles with troubleshooting procedures and solutions.

Required profile

• At least 1 year of experience in technical support, IT support, help desk, NOC, or a related role.
• Intermediate to strong knowledge of Windows Server environments.
• Understanding of networking concepts such as switching, routing, firewalls, TCP/IP, and network troubleshooting.
• Familiarity with SAN/NAS storage environments (highly desirable).
• Solid grasp of network, server, and database terminology.
• Strong troubleshooting, diagnostic, and problem‑solving skills.
• Excellent written and verbal English communication abilities.
• Ability to clearly explain technical concepts and troubleshooting steps to customers.

Required skills

• IP cameras
• Video Management Systems
• Windows Server
• Switching, routing, firewalls, TCP/IP
• SAN/NAS storage
• Database terminology