Your team’s dynamic:

The role of the Technical Support Engineer 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 Tokyo Japan and will report to the Head of Customer Experience (APAC). 

Your day at a glance:

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 

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 

What makes you a great fit:

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 

Your technical expertise:

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 

An asset 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 resumés/CVs through this Web site or directly to managers.