Technical Support Engineer

GenetecPhysical security

The Technical Support Engineer is based remotely in South KoreaFull-TimeMiddle

Salary not disclosed

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Job Details

Hold a minimum diploma or degree in Computer Science, Computer Engineering, Electronics, or an equivalent qualification.
Have at least 5 years of experience in a related role.
Have strong analytical and troubleshooting skills in hardware and software.
Have experience in customer service, technical support, and project management.
Have experience in a physical security environment.
Hold a CCNA qualification.
Have basic verbal and written communication skills in English.
Possess a valid driver's license and passport.
Be able to travel up to 35% for field engineering assignments.
Have strong administration and troubleshooting knowledge of Windows operating systems, including Active Directory, file sharing, IIS, clustering, GPO, and performance monitoring.
Have knowledge of networking principles, IP protocols, and the TCP, IP, and UDP protocol stack.
Have experience configuring and troubleshooting networking equipment such as switches and routers.
Have experience with an IP video security system, CCTV system, or access control system, and with SQL databases.
Understand network storage principles and best practices, including SAN, NAS, and iSCSI, and server virtualization concepts.
Programming experience with C#, Visual Basic, VBScript, or PowerShell; Microsoft SQL Server administration; and MCSE, SQL Server, VMware, or similar certifications are assets.

Provide technical support to customers by phone, email, and chat.
Diagnose and resolve complex technical issues and service outages using software tools.
Resolve problems in compliance with established processes and escalate critical customer issues through proper channels.
Collaborate with Technical Support specialists and R&D engineers.
Build and maintain relationships with new and existing customers, and develop working knowledge of Genetec solutions.
Contribute to improvements in software and Support processes, and participate in creating technical documentation and knowledge base articles.
Record field issues in the Genetec trouble ticket system and CRM tool.
Install, audit, assess, maintain, and provide technical support for Genetec systems at customer premises.
Provide professional services including proof-of-concept, system deployment and commissioning, training, audits, and status assessments.
Define product and functional requirements from customer feedback and support customer-specific product development.

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