Dedicated Client Care Engineer (All genders)

Genetec; Gauteng; On-site; ZAR 30 000 - 50 000; Full time

Job summary

Genetec, a global leader in security solutions, is seeking a Dedicated Client Care Engineer in South Africa. This role focuses on providing exceptional technical support and ensuring customer satisfaction across various product lines. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to continuous learning.

Qualifications

• 5-7 years experience in software support, field engineering, or sales engineering within the security industry.
• Fluent in English and Afrikaans.
• Willingness to travel up to 50% of the time.

Responsibilities

• Provide top-tier Technical Support via email, phone, or onsite.
• Document all customer issues accurately in the Genetec CRM.
• Perform installation, maintenance, and technical support of Genetec systems.

Skills

Analytical skills

Troubleshooting skills

Communication skills

Multitasking

Education

Degree in Computer Sciences, Telecommunication, Computer Engineering, Electrical Engineering

Tools

Microsoft Windows Desktop

Networking equipment

Job description

Genetec - Protect the everyday

We are a global Canadian company with a broad solutions portfolio encompassing security, intelligence, and operations. We serve customers across various industries including transportation, education, and government. At Genetec, we embrace open communication, creativity, and continuous learning to enable everyone to flourish in their unique career paths.

Our network, comprising over 2000 people worldwide, is made up of diverse individuals who are passionate about their work and open to new ideas. We prioritize the success and well-being of our employees, as reflected in our 2022 Internal Engagement Survey score of 4.4/5.

Discover Genetec's work environment and vibrant culture in this video!

The role -

Dedicated Client Care Engineer - South Africa

The Dedicated Client Care Engineer acts as the primary liaison between Genetec and a specific customer. The main responsibility is to provide top-tier Technical Support via email, phone, or onsite at the customer’s premises across all Genetec’s product lines (Video Surveillance, Access Control & LPR).

What your day will look like

1. Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises.
2. Respond to customer technical issues directly received.
3. Document all customer issues accurately in the Genetec CRM and SharePoint.
4. Ensure all incidents are addressed within Genetec’s SLA.
5. Conduct periodic management review conference calls.
6. Provide annual onsite system assessments.
7. Perform monthly proactive system diagnostics and follow up with detailed reports.
8. Escalate customer issues through proper channels.
9. Create technical documentation and articles.

About you

*We encourage applications even if you do not meet every requirement. We offer training and support to help you succeed in this role.*

• Degree in Computer Sciences, Telecommunication, Computer Engineering, Electrical Engineering, or related field.
• 5-7 years experience in software support, field engineering, or sales engineering within the security industry. Experience with publishers or end customers is a plus.
• Fluent in both English and Afrikaans.
• Excellent communication skills, written and verbal.
• Strong analytical and troubleshooting skills in hardware and software.
• Ability to multitask, work iteratively, and prioritize effectively.
• Willingness to travel up to 50% of the time.

Technical expertise

• Proficient with Microsoft Windows Desktop and Server.
• Solid understanding of networking principles and IP protocols.
• Experience with PC configuration and troubleshooting on Windows OS.
• Experience configuring and troubleshooting networking equipment.
• Knowledge of video surveillance and access control systems.

Assets that are a plus

• Microsoft SQL Server administration experience.
• Certifications such as MCSE, CCNA, SQL Server, VMware.
• Programming skills in C#, Visual Basic, VBScript, PowerShell, or similar.

Genetec is an equal opportunity employer committed to diversity and inclusion. We strive to create a welcoming environment through our recruitment, training, and professional development initiatives.

Our 2022 Internal Engagement Survey scored us 4.5/5, reflecting our inclusive culture where people of all backgrounds and perspectives are valued.

Learn more about us on our website!