In this fast-paced environment, you will have the opportunity to drive revenue growth while fostering long-term relationships with key clients. We are looking for a proactive individual who can take initiative, demonstrate problem-solving abilities, and navigate complex sales situations. If you're enthusiastic about technology and thrive in a client-facing role, this could be the perfect position for you.

The role of the Technical Support Engineer (Australia) 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 Sydney and will report to the Customer Experience Team Lead (Australia).

What your day will look like:

Technical Support:

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

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

Field Support:

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

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

Fluent and proficient in verbal and written communication in English

Any other languages will be considered a strong asset

Must possess a valid driver’s license and passport

Capacity to travel up to 35% for field engineering assignments

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