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    Technical Support Engineer - Sydney, Australia - Genetec

    Genetec
    Genetec Sydney, Australia

    1 week ago

    Default job background
    Full time
    Description

    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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