Technical Support Engineer (All Genders)

Genetec Inc.; Old Woking; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading security solutions provider in Old Woking is seeking a Technical Support Engineer to deliver exceptional service to customers across the EMEA region. Responsibilities include resolving technical issues, writing documentation, and performing on-site services. Ideal candidates should have a relevant degree, strong troubleshooting skills, and the ability to build customer relationships. Proficiency in English is essential, and additional language skills will be considered an asset. Join a collaborative team that values communication and well-being.

Benefits

Diversity and inclusion programs

Continuous learning opportunities

Engaging work environment

Qualifications

• Degree in Computer Science, Electronics, or equivalent experience.
• Ability to analyze and troubleshoot technical issues.
• Professional working level of English, with additional language as an asset.

Responsibilities

• Respond to and resolve customer technical issues in a timely manner.
• Write technical documents and articles on recurring incidents.
• Perform on-site technical services as needed.

Skills

customer relationship management

troubleshooting

technical documentation

problem solving

Education

Degree in Computer Science, Electronics, or equivalent

Tools

Windows operating systems

network equipment configuration

Microsoft SQL Server

Job description

We are a community of Technical Support engineers who are committed to satisfy customer needs throughout the EMEA region - a scope encompassing 15+ countries. You will collaborate closely with your colleagues across Sales, R&D, Professional Services, etc., to help provide great service to our customers and support our relationships throughout the region.

Responsibilities

• Understand Genetec's service contract levels
• Respond and ensure timely resolution of customer technical issues
• Represent the image of our company and build trust with customers
• Perform occasional on-site technical services
• Write technical documents and articles on recurring incidents
• Escalate customer issues through the appropriate channels

Qualifications

• Degree in Computer Science, Electronics, or equivalent experience
• Capability to analyze, troubleshoot, and take decisions on a course of action
• Ability to collaborate and foster communication internally
• Ability to cultivate and maintain customer relationships
• Flexible and adaptable mindset in problem‑solving situations
• Professional working level of English
• Knowledge of an additional language considered a major asset

Technical Expertise

• Prior Technical Support or Customer Service experience preferred
• Familiarity with Windows operating systems and their key components
• Experience with configuration and troubleshooting of network equipment (switches, routers)
• Knowledge of networking principles, protocols, and storage solutions
• Familiarity with server virtualization and customer/server architecture

Even Better If You Have These Assets

• Video surveillance (CCTV, IP cameras and encoders, arrays, DVRs, etc.)
• License plate recognition
• Access control (reader, UTL, wiring, etc.)
• Knowledge of C#, Visual Basic, VBScript, PowerShell or other similar programming languages
• Knowledge of Microsoft SQL Server

Genetec – Protect the everyday

We are a global Canadian company with a broad solutions portfolio that encompasses security, intelligence, and operations. We serve customers within a wide range of industries including transportation, education, and government. At Genetec we embrace open communication, creativity, and continuous learning to allow everyone to flourish in their own unique career paths. Our network, of over 1800 people globally, is made up of diverse individuals who are passionate about their work and open to trying new ideas. We prioritize the success and well‑being of our employees, proven by our 2022 Internal Engagement Survey results of 4.4/5. Discover Genetec's work environment and lively culture in this video!

Genetec is an equal opportunity employer. We strive for diversity and inclusion through our recruitment approach as well as the training and professional development we provide. We partner with external associations and implement internal initiatives to provide a welcoming work environment for employees from all backgrounds.