Job Title

The team:The Field Engineer will provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers. The Field Engineer is based in India and will report to the Customer Experience Team Lead.What your day will look like:Field SupportPerform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premisesProvide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customersDefine product and functional requirements based on customer feedback and facilitate new product development work specific to the customerProvide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requestsTechnical SupportUse software tools to diagnose and solve complex issues and service outagesConceptualize and articulate ideas clearly and conciselyResolve problems in compliance with established processesEnsure timely escalation of critical customer related issues through proper channelsEnsure timely resolution of customer issuesCollaborate with other Technical Support specialists and R&D engineersDevelop and maintain a strong relationship with new and existing customersDevelop and maintain an extensive working knowledge of Genetec's solutionsContribute to the evolution of our software and Support processesParticipate in the elaboration of technical documentation and knowledge base articleProperly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) toolAbout you:Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent3-5 years working experience in a related roleStrong analytical and troubleshooting skills in both hardware and softwareFlexible, with a "can do" attitude, able to multitask, with an ability to manage prioritiesExperience in customer service, technical support, and project managementStrong sense of urgency with a desire to constantly learn and evolve at the same pace as the softwareStrong team player while possessing the autonomy to manage his own workloadExperience in physical Security environmentCCNA qualificationFluent and proficient in verbal and written communication in English Any other languages will be considered a strong assetMust possess a valid driver's license and passportCapacity to travel up to 35% for field engineering assignmentsTechnical RequirementsExcellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)Excellent knowledge of networking principles and IP protocolsExperience with networking equipment configuration and troubleshooting (switches, routers, etc.)Experience working with a video security system over IP - CCTV system or Access controlExperience working with SQL databasesClear understanding of TCP, IP and UDP protocol stackUnderstanding of network storage (SAN, NAS, iSCSI) principles and best practicesUnderstanding of server virtualization conceptsTechnical AssetsDeployment and troubleshooting of security systems such as:CCTV (IP cameras and encoders, video matrices, DVRs, etc.)Access control systems (administration of software, reader, controller, wiring, etc.)License plate recognition system and conceptsProgramming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologiesMicrosoft SQL Service administration experienceMCSE, SQL Server, VMware, or similar technical professional certifications