Hikvision is the world’s leading supplier of video surveillance solutions. From its inception in 2001, Hikvision has played an active role in the ever-evolving video surveillance market, devoting eight percent of its annual revenue into research and development for continued product innovation. Featuring the industry’s strongest R&D workforce, Hikvision designs, develops, and manufactures innovative standard- and high-definition cameras, including a variety of Smart IP recorders and cameras with infrared, wide dynamic range, facial detection, object counting, and intrusion detection capabilities.

 

POSITION OVERVIEW

The technical support agent assists client with the technical support of digital recorders, cameras, applications, and related technology. Support includes specification, installation, and testing of peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to customers ranging from distribution partners to end users. The employee in this position also assists in the maintenance and testing of network servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.

 

ESSENTIAL JOB FUNCTIONS

  • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
  • Analyze and resolve customer’s pressing and difficult support issues.
  • Configure software to connect to Internet application servers.
  • Provide assistance and training to clients in the use of Hikvision systems and applications
  • Obtain general understanding of OS and application operations related to company offered services.
  • Work closely with the Product Management team to drive maintenance updates produced by engineering team.
  • Work with the Field and Engineering teams to develop solutions to recurring problems.
  • Work directly with customers as a consultant on their technical challenges to ensure we are meeting our client’s security solution goals.
  • Troubleshoot hardware and software issues.

Essential Qualification

  • Bilingual (English and French)
  • 1 to 3 year of customer service experience
  • Basic computer skills including experience with network IP addressing
  • Have the right to work in Canada

Preferred Qualification

  • College degree in technical field (Electrical, IT, Networking, etc)
  • Technical support experience
  • Call Center experience (a plus)
  • Practical knowledge of Security Systems including analog Digital Video Recorders (DVR) and analog cameras, Encoders / Decoders, Network Video Recorders (NVR) and IP cameras (Desirable)
  • Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers (Internet Explorer, Firefox, Safari)
  • Experience with remote connectivity software
  • Proficient with Apple computers (Apple hardware, OS, iOS)

Why should you work at Hikvision?

  • Health and dental insurance
  • RRSP with company match
  • Birthday celebrations every month
  • A casual work environment
  • Free access to gym, free coffee
  • Paid Holidays, sick days and more
Equal Opportunity Employer, including disabled and veterans.

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