Summary: The Technical Consultant will work as part of a dynamic team and collaborate with customers to deliver best-in-class technical support for Omnicast products, using troubleshooting skills to resolve diverse technical issues. Highlights: 1. Best-in-class technical support for Omnicast (video) products 2. Dynamic and collaborative team 3. Mentorship from experienced colleagues Your team’s dynamic: The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Omnicast (Video) products. You will utilize their technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers. Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role. Your day at a glance: Handle incoming calls, online requests, and chats related to software applications, networking, Windows operating systems, SQL Server databases, hardware, and other related technologies Understand, analyze, and resolve customer technical issues of varying complexity Build and use virtual environments to train, test, and replicate customer environments and reproduce issues Accurately document all issues and customer interactions in our CRM system Ensure all reported incidents are resolved in accordance with Genetec's SLA Collaborate with team members and Software Delivery Specialists Escalate unresolved issues when needed What makes you a great fit: Fluency in French and English, both spoken and written (this position requires interaction with our international colleagues and customers) Sound judgment and ability to make decisions under pressure Technical degree (DEC), IT/Electronics certification, or equivalent work experience Excellent analytical and problem-solving skills Ability to work in a fast-paced environment while maintaining professionalism and confidence Willingness to work rotating shifts until 8:00 PM and on holidays (as required) Your technical expertise: Knowledge of networking principles and strong understanding of TCP/IP and UDP protocol layers Experience with MS SQL databases (structures and queries) Familiarity with Microsoft Windows Server and Windows Sysinternals utilities Ability to troubleshoot hardware Experience working with Active Directory Knowledge of packet sniffing tools (e.g., Wireshark) An asset if you have: Experience with IP video surveillance technology Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset MCSE, CCNA, SQL Server, VMware, or similar professional technical certifications Knowledge of PowerShell, C#, and programming Knowledge of Unix kernel and commands 2+ years of experience troubleshooting Windows client-server software applications or maintaining and troubleshooting hardware Here’s what we offer! Attractive compensation package Training Tuition Reimbursement Program Subsidized meals in our amazing Bistro (Les Cordons Bleus) Work-life balance through flexible working hours Free, unlimited coffee Free parking for all employees Onsite fitness center Not sure you check every box but want to give it a shot? We love your enthusiasm! Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies are not authorized to submit resumes/CVs through this website or directly to managers. --------------------------------------------------------------------------------------------------- Your team’s dynamic: The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Omnicast (Video) products. You will utilize their technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all our customers. Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role. Your day at a glance: Handle incoming calls, online tickets, and chats. Understand, analyze, and troubleshoot customer technical issues varying in complexity Build and use virtual environments to train, test, and replicate customer environments and reproduce issues Properly document all customer issues and interactions in our CRM Ensure that all reported incidents are resolved in accordance with Genetec's SLA Collaborate with team members and Software Delivery Specialists Escalate unresolved issues when needed What makes you a great fit: Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers) Have sound judgement and capability of making decisions under pressure Technical degree (DEC), certification in IT/Electronics, or equivalent business experience Excellent analytical and troubleshooting skills Ability to work in fast paced environments with professionalism and confidence Willingness to work on shift rotation until 8:00pm and holidays (as required) Your technical expertise: Networking principles and clear understanding of TCP, IP, and UDP protocol stack MS SQL Databases (structure and queries) Microsoft Windows Servers and Windows Sysinternals Utilities Ability to troubleshoot hardware Experience working with Active Directory Packet sniffing tools (ex. Wireshark) An asset if you have: Experience with IP Video surveillance technology Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications Knowledge of PowerShell and C# and programming Knowledge Unix Kernel and commands 2+ years experience in IT/technical troubleshooting or technical support environment Let’s talk perks! Attractive compensation package Training Tuition Reimbursement Program Subsidized meals in our amazing Bistro (Les Cordons Bleus) Work-life balance with a flexible working schedule Free, unlimited coffee Private, free parking for all employees Onsite fitness facility with personal trainer Still not sure if you check every box, but think it’s worth a shot? We love that enthusiasm! Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.
Workable · HR
Workable · HR
