Dedicated Client Care Engineer (All genders)

Genetec; South Africa; On-site; ZAR 30,000 - 50,000; Full time

Job summary

Genetec, a leading global security solutions provider, is seeking a Dedicated Client Care Engineer in South Africa. This role involves providing top-tier technical support and performing installations and maintenance of security systems. Candidates should have a degree in a relevant field and 5 to 7 years of experience in the security industry. Join a diverse team committed to employee success and well-being.

Qualifications

• 5 to 7 years of experience in software support or field engineering in the security industry.
• Fluency in English and Afrikaans.
• Ability to travel up to 50% of the time.

Responsibilities

• Provide technical support via email, phone, or onsite.
• Perform installation and maintenance of Genetec systems.
• Document customer issues in the CRM.

Skills

Analytical skills

Troubleshooting

Communication

Education

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

Tools

Microsoft Windows

Networking equipment

Video surveillance systems

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 within various 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 2000 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, as reflected in our 2022 Internal Engagement Survey results of 4.4/5.

Discover Genetec's work environment and lively 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 received directly.
3. Document all customer issues in the Genetec CRM and SharePoint site.
4. Address incidents according to Genetec’s SLA.
5. Conduct periodic management review conference calls.
6. Perform yearly on-site system assessments.
7. Conduct monthly proactive system diagnostics and prepare reports.
8. Escalate customer issues through proper channels.
9. Create technical documentation and articles.

About you

*We invite you to apply even if you do not meet every requirement. We provide training and support to help you reach your full potential within this role.*

• Degree in Computer Sciences, Telecommunication, Computer Engineering, Electrical Engineering, or equivalent experience.
• 5 to 7 years of experience in software support, field engineering, or sales engineering in the security industry. Experience with a publisher or end customer is an asset.
• Fluency in English and Afrikaans.
• Excellent written and verbal communication skills.
• Strong analytical and troubleshooting skills in hardware and software.
• Ability to multitask and adjust work priorities.
• Ability to travel up to 50% of the time.

Technical expertise

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

Preferred assets

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

Genetec is committed to diversity and inclusion, fostering a welcoming environment for employees from all backgrounds.

Our 2022 Internal Engagement Survey scored us 4.5/5, reflecting our commitment to valuing people of all ages, genders, races, orientations, abilities, and perspectives.

Visit our website to learn more about us!