Technical Support Engineer, Australia

Genetec Inc.; Sydney; Hybrid; AUD 65,000 - 95,000; Full time

Job summary

Genetec Inc. in Sydney seeks a Technical Support Engineer to provide post-sales support to customers via email, phone, text chat or on-site. Based in Sydney, you will report to the Customer Experience Team Lead (Australia) and work with R&D engineers to resolve issues and evolve support processes.

You will diagnose complex problems, document findings in the CRM and ticketing systems, and maintain deep product knowledge to help customers while managing priorities in a fast-paced environment.

Qualifications

• 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.
• Fluent and proficient in verbal and written communication in English.

Responsibilities

• 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.
• Document issues encountered in the Genetec trouble ticket system and CRM tool

Skills

Analytical skills

Troubleshooting

Customer service

Project management

Multitasking

English communication

Team player

Education

CS/CE/EE degree

Tools

Genetec CRM system

Genetec trouble ticket system

Job description

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