Dedicated Client Care Engineer (All genders)

🌍Genetec - Protect the everyday

We are a global Canadian company with a broad solutions portfolio encompassing security, intelligence, and operations. We serve customers within various 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 2000 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 role - Dedicated Client Care Engineer - South Africa

The role of the Dedicated Client Care Engineer is to act as the dedicated liaison between Genetec and a dedicated customer. The main responsibility of the Dedicated Client Care Engineer is to provide best of class Technical Support either by email, phone or onsite at the customer’s premises across all Genetec’s product lines (Video Surveillance, Access Control & LPR).

🔎What your day will look like

• Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises.
• Respond to customer technical issues received directly.
• Properly document all customer issues in the Genetec CRM and dedicated client SharePoint site.
• Ensure that all reported incidents are addressed according to Genetec’s SLA.
• Provide periodic management review conference calls.
• Provide yearly on-site system assessment.
• Conduct monthly proactive system diagnostic of the system and follow-up with a complete diagnostic report.
• Escalate customer related issues through proper channels.
• Write technical documentation and articles.

Requirements

🌟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 Sciences, Telecommunication, Computer Engineering, Electrical Engineering or equivalent experience.

• 5 to 7 years of experience in software support, field engineering or sales engineering in the security industry. Experience with a publisher or an end customer is an asset.
• Fluently bilingual in both English and Afrikaans.
• Excellent written and verbal communication skills.
• Possess strong analytical and troubleshooting skills in both hardware and software.
• Able to multitask, work iteratively and adjust priorities of work.
• Ability to travel up to 50% of the time.

💥 Technical expertise:

• Excellent knowledge of Microsoft Windows Desktop and Server.
• Excellent knowledge of networking principles and the IP protocol.
• Experience with PC configuration and troubleshooting on Windows operating system.
• Experience with networking equipment configuration and troubleshooting.
• Experience with video surveillance and access control systems.
  
  💎Even better if you have these assets
  
  • Microsoft SQL Server administration experience.
• MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications.
• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies.
  
  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!