Technical Support Engineer

At Genetec, we believe that everyone's voice deserves to be heard, and we are committed to fostering an environment where our team members can learn and grow in their roles to maximize their potential. As a Technical Support Engineer, you will be a vital part of our family of over 2300 diverse individuals who are passionate about technology and innovation. Our team is not afraid to experiment with new ideas, embracing the possibility of failure as a step toward success. We take pride in our collaborative culture and the privilege of working with some of the coolest, smartest, and nicest people in the industry.

For over a decade, Genetec has been recognized as one of Montreal's Top Employers, highlighting our dedication to employee satisfaction and professional development. In this role, you will provide exceptional technical support to our clients, ensuring they have the best experience with our products and services. Join us in making a difference and be part of a team that thrives on teamwork and mutual respect, where your contributions will be valued, and your potential will be fully realized.

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

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

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 resumés/CVs through this Web site or directly to managers.