[Hiring] Technical Support Engineer @Genetec

Role Description

As a Technical Support Engineer, you will provide exceptional technical support to our clients, ensuring they have the best experience with our products and services. In this role, you will:

• Provide technical support to customers via phone, email, and chat.
• Use software tools to diagnose and solve complex issues and service outages.
• 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 articles.
• Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool.

Qualifications

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent.
• At least 5 years work 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.
• Basic 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.

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.

Benefits

• Collaborative culture with a focus on teamwork and mutual respect.
• Opportunity to work with a diverse team passionate about technology and innovation.
• Support for personal and professional growth.