Technical Support Engineer

[Main Duties] At Genetec, we utilize innovative software tools to diagnose and resolve complex technical issues and service outages, contributing to increased customer satisfaction. This position will play a key role in providing fast and accurate technical support based on a deep technical understanding of Genetec solutions. You will be responsible for a variety of tasks while working closely with our in-house technical support team and R&D engineers. [Major Duties] - Diagnosing and resolving technical issues using software tools. - Providing clear and concise technical explanations to customers. - Implementing problem resolution processes based on established workflows. - Rapidly escalating critical customer issues through the appropriate channels. - Collaborating with other technical support personnel and R&D engineers to resolve issues. - Building and maintaining trusting relationships with new and existing customers. - Acquiring and maintaining comprehensive knowledge of Genetec solutions. - Providing and contributing to improvements to support processes and software. - Assisting in the creation of technical documentation and knowledge base articles. - Properly recording customer issues in ticketing systems and CRM tools. - Installing, auditing, evaluating, maintaining, and providing technical support for Genetec systems at customer sites. - Conducting proof-of-concept (PoC), on-site technical support, system implementation and launch, training, audits, and evaluations. - Serve as the technical liaison between Genetec and customers. - Identifying and supporting product and feature requirements based on customer feedback. - Providing technical consultation on strategic planning, best practices, upgrades, and customer concerns. - Flexible technical consulting for software implementation, integration, training, and change requests. [Qualifications] - Bachelor's degree in computer science, computer engineering, or electrical engineering. - Initial experience in a similar position (e.g., support, IT, networking, etc.). - Excellent analytical and troubleshooting skills related to hardware and software. - Flexible and proactive, able to multitask and manage priorities. - Experience in customer service, technical support, or project management. - Willingness to learn new technologies and grow as software evolves. - Ability to work independently while emphasizing teamwork. - Ability to communicate in English (primarily for email work). [Technical Skills] - Knowledge of Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.) and troubleshooting techniques. - Advanced understanding of network and IP protocols. - Experience configuring and troubleshooting network devices such as switches and routers. - Experience operating an IP-based video security system (CCTV) or access control system. - Experience using SQL databases. - Understanding of the TCP/IP/UDP protocol stack. - Understanding of network storage (SAN, NAS, iSCSI) principles and best practices. - Basic understanding of server virtualization. [Preferred Skills and Experience] - Programming experience in C#, Visual Basic, VBScript, PowerShell, etc. - Microsoft SQL Server administration experience. - Technical certifications such as MCSE, SQL Server, and VMware. - Experience implementing and troubleshooting CCTV (IP cameras, encoders, video matrices, DVRs, etc.) and Access control systems. - License plate recognition systems and related technologies. - CCNA certification.