Are you looking to being part of a company where you will be at the helm of your own career? At Genetec you will be encouraged to ask questions, share your ideas, and be independent. 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 1300 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.
Is being part of an inclusive, equal opportunity employer important to you? It is for us! Genetec is committed to ensuring an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.
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 Genetec products and 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, Clarizen, 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 or remote system assessment for assigned strategic customer accounts
Conduct regular proactive system diagnostic of clients’ system and follow-up with a complete diagnostic report
Escalate customer related issues through proper channels
Will have the opportunity to participate in Field Engineering, Solution Architect, or Project Management teams as part of a career development plan
Write technical documentation and articles
Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
Fluently bilingual in both French and English
Excellent written and verbal communication skills
Excellent knowledge of Genetec products with at least 1-year experience supporting Genetec products
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 & Windows server
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