Senior Technical Support Team Lead – Australia

Genetec; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Genetec is seeking a Technical Support Engineer Team Leader in Sydney to manage a 3–4 person team while delivering high-quality post-sales support. You will handle complex cases, guide escalation processes, and contribute to knowledge base development.

The role requires strong technical and communication skills, experience with Windows and networking, and willingness to travel up to 35% for field assignments.

Qualifications

• Diploma or degree in computer science, computer engineering, electronics, or CCNA/CCNP certification.
• 3–5 years of relevant experience in technical support or a related role.
• Strong analytical and troubleshooting skills for hardware and software.
• Ability to multitask, prioritize, and maintain urgency in a fast-paced environment.
• Experience with Windows OS administration and networking fundamentals.

Responsibilities

• Lead a team of 3–4 support engineers and coordinate post-sales support.
• Diagnose complex issues using Genetec tools and escalate when needed.
• Prepare product training and maintain knowledge base articles.
• Perform on-site field support and act as liaison with customers.
• Collaborate with Sales Admin, CRM Data Specialists, DBS and DI teams to resolve incidents.

Skills

Analytical thinking

Troubleshooting

Customer service

Project management

Multitasking

Communication (English)

Team collaboration

Travel readiness

Education

Diploma/Degree in CS or Computer Engineering

CCNA/CCNP certification

Tools

Active Directory

IIS

SQL databases

Networking devices (Switches/Routers)

Video security systems (IP)

SAN/NAS/iSCSI storage

Server virtualization

Job description

Genetec is seeking a Technical Support Engineer Team Leader in Sydney to manage a 3–4 person team while delivering high-quality post-sales support. You will handle complex cases, guide escalation processes, and contribute to knowledge base development.

The role requires strong technical and communication skills, experience with Windows and networking, and willingness to travel up to 35% for field assignments.