Spécialiste de la livraison et de l'assistance / Delivery & Support Specialist

Genetec•Montreal, QC

1d•Hybrid

About The Position

This role involves diagnosing and solving complex issues and service outages through remote assistance and other software tools. The specialist will conceptualize and articulate ideas clearly and concisely, resolve problems in compliance with established processes, and collaborate with other software support specialists and engineers. The position contributes to the evolution of the company's software and support processes, and participates in the elaboration of technical documentation and knowledge base articles. The ability to work in a dynamic and innovative environment on a rapidly evolving product is essential.

Requirements

Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers).
Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or relevant education, or equivalent expertise gained through experience.
Possess strong analytical and troubleshooting skills.
Understanding of electrical diagrams and wiring.
Flexible schedule, able to multitask, with an ability to manage priorities.
Strong sense of urgency and a thirst for knowledge.
Desire to constantly learn and evolve at the same pace as the software.
Flexible to go on-site and visit customers on short notice when required.
Strong team player while possessing the autonomy to manage his own workload and tasks.
Conceptualize and articulate ideas clearly and concisely.
Ability to work in a dynamic and innovative environment on a rapidly evolving product.
Creative thinking – out of the box solutions – to resolve technical challenges faced by the team.
Knowledge of Microsoft operating systems.
Knowledge of TCP/IP networking principles and troubleshooting techniques.
Knowledge of electrical/electronics fundamentals.
Knowledge of how the Cloud works.
Knowledge of Microsoft SQL.
Knowledge of hardware/wiring troubleshooting in general.
Knowledge of client-server applications.

Nice To Haves

Experience working with Access control systems and Intrusion Panels.
Some knowledge in C# or other programming Language.
Scripting capabilities – PowerShell.
MCSE and/or CCNA certification.
Good French or Spanish verbal communication skills.
Creative thinking – out of the box.
Experience with networking equipment configuration and troubleshooting.

Responsibilities

Diagnose and solve complex issues & service outages through remote assistance and other software tools.
Conceptualize and articulate ideas clearly and concisely.
Resolve problems in compliance with established processes.
Collaborate with other software support specialists and engineers.
Contribute to the evolution of our software and Support processes.
Participate in the elaboration of technical documentation and knowledge base articles.
Ability to work in a dynamic and innovative environment on a rapidly evolving product.