Tier 1 Technical Support Specialist

About the role

Tech Americas is looking for a Tier 1 Technical Support Specialist to provide technical assistance to clients using video surveillance systems and related technologies. This role combines technical troubleshooting and customer support, working with IP cameras, Video Management Servers, Windows Server environments, software, and network infrastructure.

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 technical issues using remote support tools.
• Document troubleshooting steps and resolutions accurately in support tickets.
• Follow up with customers to ensure technical issues have been resolved.
• Identify and escalate complex issues to higher‑level technical support when necessary.
• Continuously expand technical knowledge of video surveillance systems, server environments, and networking technologies.
• Create and update knowledge base articles with troubleshooting procedures and solutions.

Required profile

• 1+ year of experience in Technical Support, IT Support, Help Desk, or a related technical role.
• Intermediate to strong knowledge of Windows Server environments.
• Knowledge of networking concepts, including switching, routing, firewalls, and network troubleshooting.
• Familiarity with SAN/NAS storage environments.
• Solid understanding of network, server, and database terminology.
• Strong troubleshooting, diagnostic, and problem‑solving skills.
• Strong written and verbal English communication skills.
• Ability to clearly explain technical concepts and troubleshooting steps to customers.

Required skills

• Windows Server
• IP cameras
• Video Management Servers
• Network switching
• Network routing
• Firewalls
• SAN/NAS storage