Technical Support Engineer, South Korea

Overview

Provide quality, professional post-sales technical support to Genetec customers via email, phone, text chat or on-site support, based remotely in South Korea.

What you'll do

• Provide technical support to customers via phone, email, and chat.
• Use software tools to diagnose and solve complex issues and service outages.
• 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 articles.
• Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool.
• 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, acting 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 and special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests.

What you'll need

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent.
• At least 5 years work 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.
• Basic verbal and written communication in English.
• Must possess a valid driver's license and passport.
• Capacity to travel up to 35% for field engineering assignments.
• 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.

Nice to have

• Any other languages will be considered a strong asset.
• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies.
• Microsoft SQL Server 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.).

Details

• Remote work based in South Korea.
• Reports to the Team Lead Technical Support, Rest of Asia, with a dotted line to the Country Manager, South Korea.