Technical Support Engineer Team Leader

About the role

The role of the Technical Support Engineer Team Leader (Australia) is to coordinate a team of 3 to 4 Support Engineers while continuing to ensure the team provides quality and professional post-sales services to our customers via email, phone, text chat or on-site support. He/She will help handle more complex cases and be involved in technical escalations. The Technical Support Engineer Team Leader is based in Sydney and will report to the Customer Experience Manager (Australia).

Key responsibilities

• Use software tools to diagnose and solve complex issues and service outages
• Resolve problems in compliance with established processes
• Ensure timely escalation of critical customer related issues through proper channels
• Ensure timely resolution of customer issues and monitors escalated cases
• Monitor local Technical Support specialists and assist them in more difficult cases
• Develop and maintain a strong relationship with new and existing customers
• Develop and maintain an extensive working knowledge of Genetec's solutions
• Prepare product related training programs to ensure the team is up to date on technical knowledge
• 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

About you

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or an equivalent technical qualification such as CCNA, CCNP certification
• 3-5 years working experience in a related role
• Strong analytical and troubleshooting skills in both hardware and software
• Experience in customer service, technical support, and project management
• Strong team player while possessing the autonomy to manage his own workload
• Experience in physical Security environment
• CCNA qualification
• Fluent and proficient in verbal and written communication in English
• Must possess a valid driver's license and passport
• Capacity to travel up to 35% for field engineering assignments