The Role
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.
Summary Generated by Built In
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
Skills Required
- Diploma or degree in Computer Science, Computer Engineering, Electronics, or equivalent
- 2–3 years of experience in a related role
- Strong hardware and software troubleshooting skills
- Experience in customer service, technical support, and project management
- Fluent verbal and written English communication
- Valid driver's license and passport
- Windows administration and troubleshooting, including Active Directory, file sharing, IIS, clustering, GPO, and performance monitoring
- Knowledge of networking principles and IP protocols
- Experience configuring and troubleshooting switches and routers
- Experience with IP video security, CCTV, or access control systems
- Experience working with SQL databases
- Understanding of TCP, IP, and UDP protocols
- Understanding of SAN, NAS, and iSCSI network storage
- Understanding of server virtualization concepts
- Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
- Microsoft SQL Server administration experience
- MCSE, SQL Server, VMware, or similar technical certification
- Experience deploying and troubleshooting CCTV, access control, or license plate recognition systems
- Additional language proficiency
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The Company
What We Do
Leading technology provider of business intelligence, unified physical security, public safety, and operations. Genetec develops open-platform software, hardware, and cloud-based services for the physical security and public safety industry. Its flagship product, Security Center, unifies IP-based video surveillance, access control, and automatic license plate recognition (ALPR) into one platform. A global innovator since 1997, Genetec is headquartered in Montreal, Canada, and serves enterprise and government organizations via an integrated network of resellers, integrators, and consultants in over 159 countries. Genetec was founded on the principle of innovation and remains at the forefront of emerging technologies that unify physical security systems.
