Technical Support Specialist

2 weeks ago

Singapur, Singapore Genetec Full time
About the Role:

We are seeking a highly skilled Technical Support Engineer to join our team at Genetec. As a Technical Support Engineer, you will be responsible for providing exceptional post-sales services to our customers, ensuring timely resolution of technical issues, and collaborating with our R&D engineers to evolve our software and support processes.

Key Responsibilities:
  • Provide technical support to customers via email, phone, text chat, or on-site support
  • Diagnose and solve complex technical issues and service outages using software tools
  • Develop and maintain a strong relationship with new and existing customers
  • Collaborate with other Technical Support specialists and R&D engineers to improve our software and support processes
  • Contribute to the evolution of our software and support processes
  • Participate in the elaboration of technical documentation and knowledge base articles
  • Properly document issues encountered in the field in our trouble ticket system and CRM tool
Requirements:
  • Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics, or equivalent
  • 3-5 years of 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 his own workload
  • Experience in physical Security environment
  • CCNA qualification
  • 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
  • Capacity to travel up to 35% for field engineering assignments
Technical Requirements:
  • Excellent administration and troubleshooting knowledge of the various Windows operating systems
  • Excellent knowledge of networking principles and IP protocols
  • Experience with networking equipment configuration and troubleshooting
  • Experience working with a video security system over IP – CCTV system or Access control
  • Experience working with SQL databases
  • Clear understanding of TCP, IP, and UDP protocol stack
  • Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
  • Understanding of server virtualization concepts
Preferred Qualifications:
  • 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, Access control, and License plate recognition system and concepts
Perks:
  • Attractive compensation package
  • Work-life balance with a flexible working schedule

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