Provides post-sales technical support through email, phone, chat, and onsite service. Diagnoses hardware, software, networking, security-system, database, and server issues; resolves or escalates customer incidents; documents troubleshooting and contributes to knowledge-base content. Collaborates with support and R&D teams, maintains customer relationships, supports Genetec solutions, and helps improve support processes.
Technical Support Engineer The team:
What your day will look like:Technical Support:
About you:
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
About you:
- Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
- 2-3 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 workload
- 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
Technical Requirements:
- Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
- 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
- Understanding of TCP, IP and UDP protocol stack
- Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
- Understanding of server virtualization concepts
- 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
Genetec Sydney, New South Wales, AUS Office
Level 21, Suite 2, 477 Pitt Street, Sydney, Australia, 2000
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