Technical Support Engineer

Genetec Inc; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Attractive compensation package

Training Tuition Reimbursement Program

Job summary

Genetec Inc. in Singapore is seeking a Technical Support Engineer to deliver high-quality post-sales support via phone, email, chat, and on-site visits. You will diagnose complex issues, collaborate with R&D, and contribute to knowledge base development to enhance Genetec solutions.

The role focuses on maintaining strong customer relationships, timely problem resolution, and field support as needed, with CCNA preferred and a strong service mindset.

Qualifications

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent.
• 3-5 years working experience in a related role.
• Strong analytical and troubleshooting skills in both hardware and software.
• Experience in customer service, technical support, and project management.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and solve complex issues using software tools and diagnose service outages.
• Resolve problems in compliance with established processes and escalate critical issues promptly.
• Collaborate with other Technical Support specialists and R&D engineers.
• Develop and maintain knowledge of Genetec solutions and support processes.

Skills

Analytical troubleshooting

Can-do attitude

Team player

Autonomy

Education

Bachelor or Diploma in Computer Science/Engineering/Electronics

Tools

Windows administration

Networking (switches/routers)

SQL databases

Server virtualization

Job description

Job overview

The role of the Technical Support Engineer 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 Singapore and will report to the Team Lead, Customer Experience.

What your day will look like

• Provide technical support to customers via phone, email, and chat.
• Use software tools to diagnose and solve complex issues and service outages
• 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

Note: Field Support (as needed):

• Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
• Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
• Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
• Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests

More about you

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
• 3-5 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 his own workload
• Experience in physical security environment
• CCNA qualification preferred
• Any other languages will be considered a strong asset

Technical requirements:

• Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
• Excellent 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
• Clear 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

Let\’s talk perks!

• Attractive compensation package
• Training Tuition Reimbursement Program

Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.