Technical Support Engineer (Australia) – CCTV & Networking

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

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.