Technical Support Engineer - Video Security Solutions

About the role

Genetec is looking for a Technical Support Engineer based in Sydney to deliver quality, professional post-sales support to customers by email, phone, text chat or on-site. The engineer reports to the Customer Experience Team Lead (Australia).

Key responsibilities

• Diagnose and resolve complex issues and service outages using software tools.
• Resolve problems in line with established processes and escalate critical customer issues promptly.
• Build and maintain relationships with new and existing customers.
• Keep up to date with Genetec's solutions and contribute to the evolution of software and support processes.
• Help write technical documentation and knowledge base articles, and log issues in the Genetec trouble ticket system and CRM.

Required profile

• Degree in Computer Science, Computer Engineering, Electronics or equivalent.
• 2-3 years of experience in a related role.
• Customer service, technical support and project management experience.
• Fluent English, written and spoken; other languages are an asset.
• Valid driver's licence and passport.

Required skills

• Windows administration and troubleshooting (Active Directory, IIS, GPO, performance monitoring).
• Networking basics, IP protocols and network storage (SAN, NAS, iSCSI).
• SQL databases and TCP/IP/UDP stacks.
• Video security over IP (CCTV, access control, license plate recognition).
• Nice to have: C#, VBScript, PowerShell, SQL Server administration, MCSE, SQL Server, VMware certifications.