DescriptionTechnical Support Engineer The team:The role of the Technical Support Engineer (Australia) is to provide quality and qualified 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 outagesConceptualize and articulate ideas clearly and conciselyResolve problems in compliance with established processesEnsure timely escalation of critical customer related issues through proper channelsEnsure timely resolution of customer issuesCollaborate with other Technical Support specialists and R&D; engineersDevelop and maintain a strong relationship with new and existing customersDevelop and maintain an extensive working knowledge of Genetec's solutionsContribute to the evolution of our software and Support processesParticipate in the elaboration of technical documentation and knowledge base articleProperly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool About you:Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent2-3 years working experience in a related roleStrong analytical and troubleshooting skills in both hardware and softwareFlexible, with a "can do" attitude, able to multitask, with an ability to manage prioritiesExperience in customer service, technical support,



and project managementStrong sense of urgency with a desire to constantly learn and evolve at the same pace as the softwareStrong team player while possessing the autonomy to manage workloadFluent and proficient in verbal and written communication in EnglishAny other languages will be considered a strong assetMust possess a valid driver's license and passport Technical Requirements:Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)Knowledge of networking principles and IP protocolsExperience 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 databasesUnderstanding of TCP, IP and UDP protocol stackUnderstanding of network storage (SAN, NAS, iSCSI) principles and best practicesUnderstanding of server virtualization conceptsGreat if you have:Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologiesMicrosoft SQL Service administration experienceMCSE, SQL Server, VMware, or similar technical professional certificationsDeployment 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

📌 Technical Support Engineer, Australia (Sydney)
🏢 Genetec
📍 Sydney