Technical Support Engineer

Genetec

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
Job Description:Your team's dynamic:The role of the Technical Support Engineer (India) 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 Mumbai or Bangalore India and will report to the Customer Experience Team Lead (India).What your day will look like:
  • 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
More about you:
  • Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
  • 3-5 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 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 (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
  • Excellent 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
  • 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
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
Let's talk perks!
  • Attractive compensation package
  • Training Tuition Reimbursement Program
  • Work-life balance with a flexible working schedule
Still not sure if you check every box, but think it's worth a shot? We love that enthusiasm!Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Genetec