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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and troubleshooting skills in hardware and software, with a focus on customer service and technical support. Proficient in developing relationships with customers and collaborating with technical teams to resolve issues efficiently.
Highest-signal resume keywords
Customer Service ExperienceTechnical Support SkillsAnalytical Troubleshooting SkillsNetworking Principles KnowledgeSQL Database Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical DocumentationNetworking Equipment ConfigurationWindows Operating Systems AdministrationSQL Database ManagementCCTV Systems KnowledgeIP Protocols UnderstandingServer Virtualization ConceptsProgramming with C#Active Directory Management
Soft Skills
Strong Communication SkillsTeam CollaborationMultitasking AbilityFlexible AttitudeSense of Urgency
Tools & Technologies
Genetec Trouble Ticket SystemCRM ToolMicrosoft SQL ServerIISGPOPerformance Monitoring ToolsVideo Security SystemsAccess Control SystemsLicense Plate Recognition SystemsVirtualization Tools
Certifications & Qualifications
MCSESQL Server CertificationVMware Certification
Industry Keywords
Customer ExperiencePost-Sales ServicesTechnical SupportProject ManagementNetworking PrinciplesVideo Security SystemsTroubleshooting ProcessesSoftware EvolutionField Issue DocumentationCommunication in English
Tech Stack
Tools & technologiesMS SQL ServerSQLVMware
About the role
Key responsibilities & impact- Provide quality and professional post-sales services to customers via email, phone, text chat, or on-site support
- Use software tools to diagnose and solve complex issues and service outages
- Conceptualize and articulate ideas clearly and concisely
- Resolve problems in compliance with established processes
- Escalate critical customer-related issues through proper channels
- Ensure timely resolution of customer issues
- Collaborate with Technical Support specialists and R&D engineers
- Develop and maintain relationships with new and existing customers
- Develop and maintain extensive working knowledge of Genetec’s solutions
- Contribute to the evolution of software and Support processes
- Participate in developing technical documentation and knowledge base articles
- Document field issues in Genetec’s trouble ticket system and CRM tool
- Report to the Customer Experience Team Lead (Australia)
Requirements
What you’ll need- Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
- 2-3 years working experience in a related role
- Strong analytical and troubleshooting skills in both hardware and software
- Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
- Experience in customer service, technical support, and project management
- Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
- Strong team player while possessing the autonomy to manage workload
- Fluent and proficient in verbal and written communication in English
- Any other languages will be considered a strong asset
- Must possess a valid driver’s license and passport
- Administration and troubleshooting knowledge of various Windows operating systems, including Active Directory, file sharing, IIS, clustering, GPO, and performance monitoring
- Knowledge of networking principles and IP protocols
- Experience configuring and troubleshooting networking equipment such as switches and routers
- Experience working with a video security system over IP, such as CCTV or access control
- Experience working with SQL databases
- Understanding of TCP, IP, and UDP protocol stacks
- Understanding of SAN, NAS, and iSCSI network storage principles and best practices
- Understanding of server virtualization concepts
- Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies is an advantage
- Microsoft SQL Server administration experience is an advantage
- MCSE, SQL Server, VMware, or similar technical professional certifications are an advantage
- Experience deploying and troubleshooting CCTV, access control, and license plate recognition systems is an advantage