Director Service Integration

Overview

The Technical Support Engineer (Australia) provides quality post-sales services to our customers via email, phone, text chat or on-site support. The role is based in Sydney and reports to the Customer Experience Team Lead (Australia).

What your day will look like

• 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 articles
• Properly document issues encountered in the field in the Genetec trouble ticket system and the customer relationship management (CRM) tool
• 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; act as a 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
• 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 Server 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), Access control systems (administration of software, reader, controller, wiring), and License plate recognition system concepts

Let\'s talk perks

• Attractive compensation package
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule

Still not sure if you check every box, but think it\'s worth a shot? We love that enthusiasm

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

Additional information

• Seniority level: Associate
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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