Dedicated Support Engineer
Who are we?
From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance and access control.
The role of the Dedicated Support Engineer is to act as the dedicated liaison between Genetec and a defined subset of key customers. The main responsibility of the Dedicated Support Engineer is to provide best of class Technical Support either by email, phone or onsite at the customer’s premises across all of Genetec’s product lines (Video Surveillance, Access Control & LPR). The Dedicated Support Engineer must maintain strong professional relations with his customer group and possess in depth knowledge of each of his assigned customer’s environments in order to provide professional and prompt technical assistance. The Dedicated Support Engineer must have extensive knowledge of troubleshooting techniques as well as strong analytical, communication and organizational skills.
What your day will look like:
•Respond to customer technical issues received directly by phone and email.
•Properly document all customer issues in the Genetec CRM and dedicated client SharePoint site.
•Ensure that all reported incidents are addressed according to Genetec’s SLA.
•Provide periodic management review conference calls with each strategic account.
•Provide yearly on-site system assessment for assigned strategic customer accounts.
•Conduct monthly proactive system diagnostic of clients’ system and follow-up with a complete diagnostic report.
•Escalate customer related issues through proper channels.
•Write technical documentation and articles.
•As part of your career development, you will also have the opportunity to participate in Field Engineers' projects.
•Degree in Computer Sciences, Telecommunication, Computer Engineering, Electrical Engineering or equivalent experience.
•5 à 7 ans d’expérience en support logiciel ou ingénierie de terrain. Expérience chez un éditeur ou un client final est un atout.
•Fluently bilingual in both French and English.
•Excellent written and verbal communication skills.
•Possess strong analytical and troubleshooting skills in both hardware and software.
•Able to multitask, work iteratively and adjust priorities of work.
•Excellent knowledge of Windows 8 and 10, Server 2012.
•Excellent knowledge of networking principles and the IP protocol.
•Experience with PC configuration and troubleshooting on Windows operating system.
•Experience with networking equipment configuration and troubleshooting.
•Experience with video surveillance and access control systems.
•Experience working with SQL databases
Why you'll love Genetec:
•Attractive compensation package
•Flexible working schedule
•Free, unlimited coffee and fruits