Provide remote and on-site professional services to Genetec customers, including remote and on-site technical support, system deployment and commissioning, audits, and system assessments.
Act as a general liaison between Genetec and its customers.
Perform technical support, installation, audit, assessment, and maintenance of Genetec systems remotely and on customer premises.
Act as a primary technical point of contact for key projects to Genetec’s partners.
Develop and maintain a strong relationship with new and existing customers.
Develop and maintain an extensive working knowledge of Genetec's solutions.
Properly document issues encountered in the Genetec trouble ticket system and customer relationship management (CRM) tool.
Ensure timely escalation of critical customer related issues through proper channels.
Ensure timely resolution of customer issues.
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, and change requests.
Provide reporting as requested by Genetec and the customer.

Degree in Computer Sciences, Electrical Engineering, or equivalent experience.
Experience in customer service, technical support, and/or project management.
Excellent administration and troubleshooting skills of various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.).
Excellent knowledge of networking principles and IP protocols.
Understanding of network storage (SAN, NAS, iSCSI) principles and best practices as well as server virtualization concepts.
“Can do” attitude, able to multitask and an ability to manage priorities.
Strong analytical skills with a desire to constantly learn and evolve at the same pace as the software.
Strong team player while possessing the autonomy to manage your own workload.
Excellent communication skills.
Capacity to travel 30/40% of the time.
Deployment and troubleshooting of security systems such as CCTV (IP cameras and encoders, video matrices, DVRs, etc.), Access control systems (reader, controller, wiring, etc.), License plate recognition systems and concepts.
MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications.
C#, Visual Basic, VBScript, PowerShell, or similar technologies.

Field Engineer

Key skills