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 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 issues and monitors escalated casesMonitor local Technical Support specialists and assist them in more difficult casesDevelop 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) toolPrepare product related training programs to ensure the team is up to date on technical knowledgeHandle, 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 ManagerAdditional 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 premisesProvide 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 customersDefine product and functional requirements based on customer feedback and facilitate new product development work specific to the customerProvide 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 requestsRequirementsSKILLS & EXPERIENCE : Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or an equivalent technical qualification such as CCNA, CCNP certification3-5 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 his own workloadExperience in physical Security environmentCCNA qualificationFluent and proficient in verbal and written communication in EnglishAny other languages will be considered a strong assetMust possess a valid driver’s license and passportCapacity to travel up to 35% for field engineering assignmentsExcellent 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 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 databasesClear understanding of TCP, IP and UDP protocol stackUnderstanding of network storage (SAN, NAS, iSCSI) principles and best practicesUnderstanding of server virtualization concepts
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
At Genetec, we believe that everyone’s voice deserves to be heard and we want you to learn and to grow within your role to maximize your potential. Our family, of over 2000 people globally, is made up of diverse individuals who are passionate about technology and are quick to try new ideas, even if it means risking failure. Most of all, we are all proud to say that we have the privilege to work with some of the coolest, smartest and nicest people we know - Each other! There are many reasons as to why we were chosen as one of Montreal’s Top Employers for over a decade.Want to join our team? Check out the job postings below or share them with a friend!
At Genetec, we believe that everyone’s voice deserves to be heard and we want you to learn and to grow within your role to maximize your potential.
Our family, of over 2000 people globally, is made up of diverse individuals who are passionate about technology and are quick to try new ideas, even if it means risking failure.
Most of all, we are all proud to say that we have the privilege to work with some of the coolest, smartest and nicest people we know - Each other! There are many reasons as to why we were chosen as one of Montreal’s Top Employers for over a decade.
Want to join our team? Check out the job postings below or share them with a friend!
