Technical Support Engineer

About the role

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

Key responsibilities

• Provide technical support to customers via phone, email and chat, using software tools to diagnose and resolve complex issues and service outages
• Resolve problems in line with established processes and escalate critical issues promptly
• Collaborate with other Technical Support specialists and R&D engineers, and build relationships with new and existing customers
• Develop a deep knowledge of Genetec's solutions and contribute to software and support process improvements
• Write technical documentation and knowledge base articles, and log issues in the Genetec trouble ticket system and CRM
• Field support as needed: install, audit, assess, maintain and support Genetec systems on customer premises, and provide on-site and off-site services such as proof-of-concept, deployment, commissioning, training and audits
• Act as liaison between Genetec and customers, define product requirements from customer feedback and advise on upgrades, integration, training and change requests

Required profile

• Diploma or degree in Computer Science, Computer Engineering, Electronics or equivalent
• 3-5 years of experience in a related role
• Experience in customer service, technical support and project management
• Experience in a physical security environment; CCNA qualification preferred
• Other languages are a strong asset

Required skills

• Windows administration and troubleshooting (Active Directory, IIS, GPO, clustering, performance monitoring)
• Networking principles, IP protocols and TCP/IP stack
• Configuration and troubleshooting of switches and routers
• Video security over IP (CCTV, access control) and SQL databases
• Network storage (SAN, NAS, iSCSI) and server virtualization
• Preferred: C#, VBScript, PowerShell, SQL Server administration, MCSE, SQL Server, VMware certifications, and deployment of CCTV, access control and license plate recognition systems

What we offer

• Attractive compensation package
• Tuition reimbursement program