About the job
Join Our Team as a Technical Support Engineer in Tokyo!
Position Overview
At Genetec, we utilize innovative software tools to diagnose and resolve complex technical challenges and service disruptions, significantly enhancing customer satisfaction. This role is crucial in providing prompt and accurate technical support based on a profound understanding of Genetec solutions.
You will engage in diverse responsibilities, including on-site field support, collaborating with our internal technical support team and R&D engineers.
Main Responsibilities
■ Technical Support Duties
· Utilize software tools to diagnose technical issues and resolve failures.
· Provide clear and concise technical explanations to customers.
· Implement problem resolution based on established processes.
· Expedite the escalation of critical customer issues through appropriate channels.
· Collaborate with other technical support representatives and R&D engineers to resolve challenges.
· Build and maintain trust with both new and existing customers.
· Acquire and maintain extensive knowledge of Genetec solutions.
· Contribute to the improvement of support processes and software.
· Assist in creating technical documentation and knowledge base articles.
· Appropriately log issues encountered by customers into the ticketing system and CRM tools.
■ Field Support Duties
· Install, audit, evaluate, maintain, and provide technical support for Genetec systems at customer sites.
· Conduct Proof of Concept (PoC), on-site technical support, system installations, training, and evaluations.
· Serve as the technical liaison between Genetec and customers.
· Organize and develop product and feature requirements based on customer feedback.
· Provide technical consultation on strategic planning, best practices, upgrades, and concerns.
· Offer flexible technical consulting regarding software implementation, integration, training, and change requests.
Qualifications
· Graduate or Bachelor’s Degree in Computer Science, Computer Engineering, Electronic Engineering, or a related field.
· Initial experience in a similar role (support, IT, networking, etc.).
· Excellent analytical and troubleshooting skills for hardware and software.
· Ability to act flexibly and proactively while managing multiple tasks and priorities.
· Experience in customer service, technical support, or project management.
· Willingness to learn new technologies and grow with software evolution.
· Strong team player with the ability to work autonomously.
· Experience in physical security (video surveillance, access control systems).
· CCNA certification preferred.
· Proficient communication skills in English (both verbal and written).
· Valid driver's license and passport, with the ability to travel up to 35%.
Technical Skills
· Knowledge of Windows OS (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.) and troubleshooting skills.
· Advanced understanding of network and IP protocols.
· Experience configuring and troubleshooting network devices such as switches and routers.
· Operational experience with IP-based video security systems (CCTV) or access control.
· Experience using SQL databases.
· Understanding of TCP/IP/UDP protocol stack.
· Knowledge of network storage (SAN, NAS, iSCSI) principles and best practices.
· Basic understanding of server virtualization.
Preferred Skills and Experience
· Experience with physical security and related technologies is a plus.
