Technical Support Engineer, Australia

Technical Support Engineer
The team:
The role of the Technical Support Engineer (Australia) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Sydney and will report to the Customer Experience Team Lead (Australia).
What your day will look like: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
Collaborate with other Technical Support specialists and R&D engineers
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
About you:
Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
2-3 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 workload
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
Technical Requirements:
Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
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
Understanding of TCP, IP and UDP protocol stack
Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
Understanding of server virtualization concepts
Great if you have:
Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
Microsoft SQL Service administration experience
MCSE, SQL Server, VMware, or similar technical professional certifications
Deployment and troubleshooting of security systems such as:
CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
Access control systems (administration of software, reader, controller, wiring, etc.)
License plate recognition system and concepts

Work arrangement
No