Technical Support Engineer / Field Engineer (Japan)

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Reference:
J0520-0495
Job Location:
Tokyo, Japan
Job Category:
Technical Support

Who are we?

At Genetec, we believe that, in order to create and maintain thriving public spaces, groups, including urban planners, city managers, security experts, enterprise executives, and community leaders, must work together to achieve true public safety. And a cornerstone of this open and collaborative approach is the development and implementation of multipurpose technology.

Forward-thinking technology can provide a platform that facilitates communication and collaboration to improve public safety and support the advancement of the city and its interests. Our tools and solutions extend beyond physical security to contribute to the betterment of the daily lives of citizens.

Responsibilities:

The role of the Technical Support Engineer APAC is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Japan and will report to the Technical Support Manager of APAC.

What your day will look like:

Technical 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
• Ensure timely escalation of critical customer related issues through proper channels
• Ensure timely resolution of customer issues
• Collaborate with other Technical Support specialists and R&D engineers
• Develop and maintain a strong relationship with new and existing customers
• Develop and maintain an extensive working knowledge of Genetec's solutions
• Contribute to the evolution of our software and Support processes
• Participate in the elaboration of technical documentation and knowledge base article
• Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

Field Support
• Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
• 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
• Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
• Provide 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 requests.

Requirements:

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
• 3-5 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 his own workload
• Experience in physical Security environment
• CCNA qualification
• Fluent in Japanese and excellent English communication skill is required
• Any other languages will be considered a strong asset
• Must possess a valid driver’s license and passport
• Capacity to travel up to 35% for field engineering assignments

Technical Requirements:

• Excellent 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 protocols
•Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
• Experience working with a video security system over IP – CCTV system or Access control.
• Experience working with SQL databases
• Clear understanding of TCP, IP and UDP protocol stack
• Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
• Understanding of server virtualization concepts

Assets:

Great if you have:
• Deployment 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 concepts
• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
• Microsoft SQL Service administration experience
•MCSE, SQL Server, VMware, or similar technical professional certifications

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.