Technical Support Engineer

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 resumes CVs through this Web site or directly to managers