Technical Support Engineer

vor 4 Wochen

Sydney, Österreich Genetec Inc Vollzeit
The team:

The role of the Technical Support Engineer (Australia) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Sydney and will report to the Customer Experience Team Lead (Australia).

What your day will look like:

Technical support:

  • Use software tools to diagnose and solve complex issues and service outages
  • Conceptualize and articulate ideas clearly and concisely
  • Resolve problems in compliance with established processes
  • Ensure timely escalation of critical customer related issues through proper channels
  • Ensure timely resolution of customer issues
  • Collaborate with other Technical Support specialists and R&D engineers
  • Develop and maintain a strong relationship with new and existing customers
  • Develop and maintain an extensive working knowledge of Genetec's solutions
  • Contribute to the evolution of our software and Support processes
  • Participate in the elaboration of technical documentation and knowledge base article
  • Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

Field Support:

  • Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
  • Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
  • Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
  • Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests
About you:
  • Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
  • 3-5 years working experience in a related role
  • Strong analytical and troubleshooting skills in both hardware and software
  • Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
  • Experience in customer service, technical support, and project management
  • Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
  • Strong team player while possessing the autonomy to manage his own workload
  • Experience in physical Security environment
  • CCNA qualification
  • Fluent and proficient in verbal and written communication in English
  • Any other languages will be considered a strong asset
  • Must possess a valid driver’s license and passport
  • Capacity to travel up to 35% for field engineering assignments
Technical Requirements:
  • Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
  • Excellent knowledge of networking principles and IP protocols
  • Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
  • Experience working with a video security system over IP – CCTV system or Access control.
  • Experience working with SQL databases
  • Clear understanding of TCP, IP and UDP protocol stack
  • Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
  • Understanding of server virtualization concepts
Great if you have:
  • Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
  • Microsoft SQL Service administration experience
  • MCSE, SQL Server, VMware, or similar technical professional certifications
  • Deployment and troubleshooting of security systems such as:
    • CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
    • Access control systems (administration of software, reader, controller, wiring, etc.)
    • License plate recognition system and concepts
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