Spécialiste-conseil technique / Product Support Specialist

Genetec•Montreal, QC

1d•Onsite

About The Position

The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Video, Access Control or License Plate Recognition products. You will utilize technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers. Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.

Requirements

Technical degree (DEC), certification in computer science/electronics, or equivalent professional experience
Excellent analytical and troubleshooting skills
Ability to use good judgment and make decisions under pressure
Ability to work in fast-paced environments with professionalism and confidence
Willingness to work rotating shifts until 8:00 PM and on holidays (as needed)
Fluency in French and English, both spoken and written (this position requires interaction with our international colleagues and clients)
Networking principles and clear understanding of TCP, IP, and UDP protocol stack
MS SQL Databases (structure and queries)
Microsoft Windows Servers and Windows Sysinternals Utilities
Linux based architecture and systems
Ability to troubleshoot hardware
Experience working with Active Directory
Packet sniffing tools (ex. Wireshark)
2+ years experience in IT/technical troubleshooting or technical support environment

Nice To Haves

Experience with IP Video surveillance technology
Knowledge/experience in low voltage field (in particular access control/intrusion)
Knowledge on License Plate related systems
Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
Knowledge of how the cloud works
Knowledge of PowerShell and C# and programming
Knowledge Unix Kernel and commands

Responsibilities

Handle incoming calls, online tickets, and chats.
Understand, analyze, and troubleshoot customer technical issues varying in complexity
Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
Properly document all customer issues and interactions in our CRM
Ensure that all reported incidents are resolved in accordance with Genetec's SLA
Collaborate with team members and Software Delivery Specialists
Escalate unresolved issues when needed