Dedicated Support Engineer

Genetec - Montréal, QC (30+ days ago)

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Who are we?

From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance and access control. Genetec has been recognized as one of Montreal’s top employers for 13 years running.

The role of the Dedicated Support Engineer is to act as the dedicated liaison between Genetec and a defined subset of key customers. The main responsibility of the Dedicated Support Engineer is to provide best of class Technical Support either by email, phone or onsite at the customer’s premises across all of Genetec’s product lines (Video Surveillance, Access Control & LPR). The Dedicated Support Engineer must maintain strong professional relations with his customer group and possess in depth knowledge of each of his assigned customer’s environments in order to provide professional and prompt technical assistance. The Dedicated Support Engineer must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.

Responsibilities:What your day will look like:
  • Respond to customer technical issues received directly by phone and email
  • Properly document all customer issues in the Genetec CRM, Clarizen and dedicated client SharePoint site
  • Ensure that all reported incidents are addressed according to Genetec’s SLA
  • Provide periodic management review conference calls with each strategic account
  • Provide yearly on-site or remote system assessment for assigned strategic customer accounts
  • Conduct regular proactive system diagnostic of clients’ system and follow-up with a complete diagnostic report
  • Escalate customer related issues through proper channels
  • Will have the opportunity to participate in Field Engineering, Solution Architect or Project Management teams as part of a career development plan
  • Write technical documentation and articles
Requirements:About you:
  • Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
  • Fluently bilingual in both French and English
  • Excellent written and verbal communication skills
  • Excellent knowledge of Genetec products with at least 1 year experience supporting Genetec products
  • Possess strong analytical and troubleshooting skills in both hardware and software
  • Able to multitask, work iteratively and adjust priorities of work
Technical Requirements:
  • Excellent knowledge of Windows 8 and 10 & Windows server
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with PC configuration and troubleshooting on Windows operating system
  • Experience with networking equipment configuration and troubleshooting
  • Knowledge of Spanish or other languages
  • Experience working with SQL databases
  • MCSE and/or CCNA certification
Why you'll love Genetec
  • Attractive compensation package
  • Work-life balance
  • Flexible working schedule
  • Free, unlimited Starbucks coffee
  • Private free parking for all employees
  • Onsite gym