T2 Support Engineer / Specialist (EMEA)

Genetec - Protect the everyday

We are a global Canadian company with a broad solutions portfolio that encompasses security, intelligence, and operations. We serve customers within a wide range of industries including transportation, education, and government. At Genetec we embrace open communication, creativity, and continuous learning to allow everyone to flourish in their own unique career paths.

Our network, of over 1800 people globally, is made up of diverse individuals who are passionate about their work and open to trying new ideas. We prioritize the success and well-being of our employees, proven by our 2022 Internal Engagement Survey results of 4.4/5.

Discover Genetec's work environment and lively culture in this video!

The team:

We are a community of Technical Support engineers who are committed to satisfy customer needs throughout the EMEA region - a scope encompassing 15+ countries. You will collaborate closely with your colleagues across Sales, R&D, Professional Services, etc., to help provide great service to our customers and support our relationships throughout the region.

T2s intervene when requests exceed the scope of first-level support (T1), ensuring an effective resolution while maintaining customer satisfaction. EMEA Support Engineer T2 will report to the T2 Team Lead and will be tasked with the following responsibilities:

What your day will look like:

• Identify and take ownership of cases requiring escalation (technically complex, strategic, high-profile, or long-running customer cases)
• 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 T2, and engineers
• Knowledgeable in basic tools required for the investigation process
• Use of Performance Analysis and Troubleshooting tools (Sysinternals, PerfMon, Procdump, Wireshark, PowerShell, SSMS, etc.) under a Windows environment
• Collaborate with R&D team to resolve issues
• Assist other teams within the organization with information sharing and technical coaching
• Assist with the creation of technical documentation and knowledge base articles
• Contribute to the evolution of our software and Support processes
• Take part in the elaboration of technical documentation and knowledge base articles
• Ability to work in a dynamic and innovative environment on a rapidly evolving product
• Maintain an open line of communication with our customers while ensuring root cause analysis

About you:

*We invite you to apply even if you happen to not meet every requirement. We provide training and support to help you reach your full potential within this role*

• Degree in Computer Science, Electronics, or equivalent experience
• Ability to remain calm in high-pressure escalation situations.
• Ability to be assertive when necessary
• Able to multitask while managing various priorities
• Conceptualize and articulate ideas clearly and concisely.
• Able to assess the current situation and provide feedback to internal stakeholders accordingly.
• Effective English and French written and verbal communication skills
• Flexible schedule, able to multitask, with an ability to manage priorities
• Flexible to go on-site and visit customers on short notice when required.
• Independent problem-solving, highly motivated, and self-directing
• Motivated by challenging issues and questions
• Possess strong analytical and troubleshooting skills
• Strong team player with the ability to autonomously manage your own workload and tasks
• Understand how customers' systems are impacted for case prioritization.
• Ability to work in a dynamic and innovative environment on a rapidly evolving product.

Technical expertise:

• Solid Knowledge of Genetec Security Center (2 years’ experience)
• Knowledge of Microsoft operating systems.
• Knowledge of TCP/IP networking principles and troubleshooting techniques.
• Knowledge of Microsoft SQL.
• Knowledge of hardware/wiring troubleshooting in general.
• Knowledge of client-server applications.

Even better if you have these assets:

• Cybersecurity knowledge
• Cloud /Video Saas knowledge
• SQL commands and configuration

Genetec is an equal opportunity employer, we strive for diversity and inclusion through our recruitment approach as well as the training and professional development we provide. We partner with external associations and implement internal initiatives to provide a welcoming work environment for employees from all backgrounds.

4.5/5 agreed in our 2022 Internal Engagement “People of all age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are valued here.”

To learn more about us, visit our website!