Field Engineer

1 month ago

New Delhi, India Genetec Full time

The team:

The Field Engineer will provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers. The Field Engineer is based in India and will report to the Customer Experience Team Lead.

What your day will look like:

Field Support

Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests

Technical Support

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

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

Technical Assets

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
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

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