About the role
Technical Support Engineer
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
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
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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