Technical Support Engineer

Your team’s dynamic:

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:

• 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 
• 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 

More 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 

Let’s talk perks!

• Attractive compensation package
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule

Still not sure if you check every box, but think it’s worth a shot? We love that enthusiasm!

Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.