Technical Support Analyst - Video (English & Spanish)

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Job Location:
Montreal, Quebec, Canada
Job Category:
Technical Support

Who are we?

From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance and access control. Genetec has been recognized as one of Montreal’s top employers for 13 years running.

The Technical Support Analyst will work as part of a dynamic team of brilliant individuals providing Genetec's customers with best-in-class technical assistance on all Genetec Products. The candidate will interface with our customers and collaborate with Software Delivery Specialists and Engineers, R&D Analysts and Developers, the Sales force and various other departments within Genetec.

We are seeking highly curious, motivated candidates who seek to challenge themselves. The ideal candidate will possess excellent communication skills, a strong analytical mind, and the tenacity to focus on getting the job done efficiently to ensure our customer's satisfaction.

The candidate will use their technical troubleshooting skills and attention to detail to resolve all Genetec product-related issues received by phone, online portal, or online chat. The candidate will be part of a collaborative team and play a key role in Genetec's commitment to create a positive experience for all of our customers.


What your day will look like:
• Handle incoming calls, online tickets, and chats.
• Understand, analyze and troubleshoot all customer technical issues with various complexity levels on all Genetec products and help resolve them
• Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
• Properly document all customer issues and interactions in CRM and have a full understanding of Genetec's SLA
• Collaborate with team members and Software Delivery Specialists and escalate unresolved issues when needed.


About you:

• Excellent analytical and troubleshooting skills
• Highly motivated, curious, and up to the challenge.
• Excellent communication skills, able to articulate clearly and effectively over the phone and in writing, in English and Spanish.
• Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
• 2 years experience in IT/technical troubleshooting or Tech Support environment
• Proficient customer soft skills and a strong sense of professionalism and confidence.
• Able to work under pressure and handle stress situations.
• Precise and attentive to details.
• Must be available to work on shift rotation until 8pm and holidays.

Technical Requirements:

Excellent knowledge of:
• Networking principles and clear understanding of TCP, IP, and UDP protocol stack
• MS SQL Databases (structure and queries)
• IP Video surveillance technology
• Microsoft Windows Servers and Windows Sysinternals utilities
• Hardware troubleshooting
• Active Directory
• Packet sniffing tools (ex. Wireshark)
• Comptia A+, Network+, Security+, CCNA, CCNP certifications are an asset.



Why you'll love Genetec

• Attractive compensation package
• Work-life balance
• Amazing team spirit
• Free unlimited coffee, tea, and fruits
• On-site affordable Bistro serving great breakfast, lunch, and take-out menu options daily
• Private free parking for all employees
• Onsite gym and private personal trainer

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