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Technical Support Analyst (Montreal, CA)


Technical Support Analyst - Access Control

Why Genetec?

If you have an insatiable thirst for knowledge, are constantly striving to understand how things work, and can’t put a problem down until you’ve solved it then this could be the opportunity for you. Join Genetec and help us to resolve challenging hardware and software issues.

Work with a team of experienced software specialists and engineers to support customers as Genetec pushes the boundaries of Access Control, IP video surveillance and license plate recognition solutions deployed worldwide.

Why working at Genetec?

  • Attractive compensation package – competitive salary, year-end bonus plan and an attractive employee referral program;
  • Individual career path – management and technical career growth, regular performance assessment, teams of world-wide engineers and IT professionals;
  • Healthy work environment - onsite gym, free fitness assessments by the kinesiologist, onsite company-sponsored bistro•Work-life balance – good vacation plan with extra days during the winter holidays, team building and company events.

What your day will look like:

  • Troubleshoot challenging issues relating to software applications, networking, Windows OS, SQL Server databases, hardware and other related technologies
  • Respond to customers’ general questions on the product
  • Collaborate with support engineers, analyzing logs and traces to resolve customer’s issues
  • Provide feedback to help in identifying incident trends and patterns
  • Help develop and maintain processes, tools, and technical documentation
  • Conceptualize and articulate ideas clearly and concisely to customers and coworkers
  • Maintain the SLA (Service Level Agreement) with the customer via regular follow-ups
  • Assist in the evolution of our software via feature requests

About you:

  • Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
  • 2 years of experience related to the troubleshooting of Windows based client-server software applications or Hardware maintenance and troubleshooting
  • Strong communication and written skills in English and French
  • Strong analytical and troubleshooting skills
  • Desire to constantly learn and evolve at the same pace as the software cycles
  • Patience and ability to work under pressure and tight deadlines
  • Strong team player while possessing the autonomy to manage their own workload
  • Demonstrates initiative
  • Knowledge of Spanish, an asset

Technical Requirements:

  • Excellent troubleshooting knowledge of Microsoft Windows operating systems
  • (Windows Server 2008/2012/2016, Windows 7/8/10)
  • Excellent knowledge of networking principles and IP protocols
  • Knowledge of hardware in general, voltage/current/power concepts
  • Experience working with SQL databases

Great if you have:

  • MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
  • Knowledge of PowerShell
  • Knowledge of C# and programming
  • Knowledge Unix Kernel and commands
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