Technical Support Engineer

Genetec - Protect the everyday

We are a global Canadian company with a broad solutions portfolio that encompasses security, intelligence, and operations. We serve customers within a wide range of industries including transportation, education, and government. At Genetec we embrace open communication, creativity, and continuous learning to allow everyone to flourish in their own unique career paths.

Our network, of over 2000 people globally, is made up of diverse individuals who are passionate about their work and open to trying new ideas. We prioritize the success and well-being of our employees, proven by our 2022 Internal Engagement Survey results of 4.4/5.

Discover Genetec's work environment and lively culture in this video!

The team:

We are a community of Technical Support engineers who are committed to satisfy customer needs throughout the EMEA region – a scope encompassing 15+ countries. You will collaborate closely with your colleagues across Sales, R&D, Professional Services, etc., to help provide great service to our customers and support our relationships throughout the region.

What your day will look like:

• Understand Genetec's service contract levels
• Respond and ensure timely resolution of customer technical issues
• Represent the image of our company and build trust with customers
• Perform occasional on-site technical services
• Write technical documents and articles on recurring incidents
• Escalate customer issues through the appropriate channels

About you:

*We invite you to apply even if you happen to not meet every requirement. We provide training and support to help you reach your full potential within this role*

• Degree in Computer Science, Electronics, or equivalent experience
• Capability to analyze, troubleshoot, and take decisions on a course of action
• Ability to collaborate and foster communication internally
• Ability to cultivate and maintain customer relationships
• Flexible and adaptable mindset in problem-solving situations
• Professional working level of English
• Knowledge of additional language considered a major asset

Technical expertise:

• Prior Technical Support or Customer Service experience preferred
• Familiarity with Windows operating systems and their key components
• Experience with configuration and troubleshooting of network equipment (switches, routers)
• Knowledge of networking principles, protocols, and storage solutions
• Familiarity with server virtualization and customer/server architecture

Even better if you have these assets:

• Video surveillance (CCTV, CCTV, IP cameras and encoders, arrays, DVRs, etc.)
• License plate recognition
• Access control (reader, UTL, wiring, etc.)
• Knowledge of C#, Visual Basic, VBScript, PowerShell or other similar programming languages
• Knowledge of Microsoft SQL Server

Genetec is an equal opportunity employer, we strive for diversity and inclusion through our recruitment approach as well as the training and professional development we provide. We partner with external associations and implement internal initiatives to provide a welcoming work environment for employees from all backgrounds.

4.5/5 agreed in our 2022 Internal Engagement “People of all age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are valued here.”

To learn more about us, visit our website!

Location: London, GB

Posted Date: 11/5/2024