TECHNICAL SUPPORT ENGINEER # 5588

TECHNICAL SUPPORT ENGINEER # 5588

Responsibilities:

Working with a leading edge product the candidate will:

- Respond to customer technical issues received by phone, email
or the web.
- Perform follow-ups with customers for calls placed to the
technical assistance center.
- Carry out installation of software solutions on client premises
or preconfigure systems before shipping them to the clients.
- Provide on-site technical support.
- Write-up articles for the company's Knowledge Base.
- Properly document issues encountered in the field in the
trouble ticket system.
- Ensure timely escalation of critical customer related issues
through proper channels.
- Ensure timely resolution of customer issues.

Qualifications:

- Bachelor's degree in Computer Sciences or Computer Engineering
or equivalent experience.
- Fluently bilingual in both French and English.
- Other languages an asset.
- Possesses strong analytical and troubleshooting skills.
- Experience in Customer Service and Technical Support.
- Able to explain technical information to non-technical people.
- Hands on experience (design, troubleshooting and commissioning)
with access control systems.
- Experience with CCTV systems (camera, matrix, DVR, etc.) is an
asset.
- Excellent knowledge of Windows 2000 and XP and Vista.
- Excellent knowledge of networking principles and the IP
protocol.
- Experience with PC configuration and troubleshooting with the
Windows operating system.
- Experience with networking equipment configuration and
troubleshooting. (switches, routers, etc.)
- MCSE and/or CCNA certification is an asset.
- Web/Visual Basic programming is an asset.

 

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