About the job
Join Genetec - Safeguarding Your Everyday Life
At Genetec, a prominent Canadian technology firm, we offer a diverse portfolio of solutions focused on security, intelligence, and operational efficiency. We cater to a variety of sectors including transportation, education, and government. Our culture is rooted in open communication, innovation, and continuous learning, empowering our employees to thrive and build unique career paths.
With a global team of over 1800 passionate professionals, we celebrate diversity and the pursuit of fresh ideas. Our commitment to employee success and well-being is evidenced by our impressive 2022 Internal Engagement Survey score of 4.4/5.
Get a glimpse of our vibrant work environment and engaging culture by watching this video!
About the Team:
Our dedicated team of Technical Support engineers is focused on delivering exceptional service to customers across the EMEA region, spanning more than 15 countries. In this role, you'll work closely with colleagues in Sales, R&D, and Professional Services to ensure excellent customer support and maintain strong relationships throughout the region.
As a Tier 2 Support Engineer, you will step in when requests surpass first-level support (Tier 1), ensuring effective resolutions while maintaining high customer satisfaction. You will report to the T2 Team Lead and have the following responsibilities:
Daily Responsibilities:
- Take ownership of escalated cases that are technically complex, strategic, high-profile, or prolonged customer issues.
- Diagnose and resolve intricate problems and service interruptions using remote assistance and various software tools.
- Clearly articulate and conceptualize ideas.
- Resolve issues in accordance with established procedures.
- Collaborate with fellow Tier 2 engineers and other technical staff.
- Utilize essential investigative tools to aid in problem resolution.
- Employ Performance Analysis and Troubleshooting tools (Sysinternals, PerfMon, Procdump, Wireshark, PowerShell, SSMS, etc.) in a Windows environment.
- Work with the R&D team to troubleshoot problems.
- Share knowledge and provide technical coaching to other teams.
- Assist in creating technical documentation and knowledge base articles.
- Contribute to the advancement of our software and support processes.
