Technical Support Engineer Team Leader

OVERVIEW:

The role of the Technical Support Engineer Team Leader (Australia) is to coordinate a team of 3 to 4 Support Engineers while continuing to ensure the team provides quality and professional post-sales services to our customers via email, phone, text chat or on-site support. They will help handle more complex cases and be involved in technical escalations. The Technical Support Engineer Team Leader is based in Sydney and will report to the Customer Experience Manager (Australia).

JOB DUTIES:

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 and monitors escalated cases

Monitor local Technical Support specialists and assist them in more difficult cases

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

Prepare product related training programs to ensure the team is up to date on technical knowledge

Handle, and train employees on other products like Stratocast, Genetec Security Center, Horizon (Genetec Security Center SaaS).

Prepare and assist the on-boarding, training, and reverse shadowing new employees.

Participates in the employee evaluation process with the CX Manager

Additional tasks:

Collaborate with Sales Admin, CRM Data Specialists, DBS and DI teams to resolve CRM incidents and handle urgent customer GTAP login issues for portal.genetec.com & Genetec.com/Portal including backend related issues. Collaborate with Login.Genetec.com devs for issues related to the domain and improve the functionality of it. This may include reporting on security vulnerabilities.

Collaborate with Genetec.com/Portal (New Online Store) devs and team to resolve issues raised internally or by customers.

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

Requirements

SKILLS & EXPERIENCE :

Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or an equivalent technical qualification such as CCNA, CCNP certification

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

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