# Technical Support Engineer, Australia

> Genetec · Sydney, Australia (Hybrid) · — · Posted 2026-10-27

**Workplace:** hybrid

**Department:** Technical Support

## Description

## Technical Support Engineer

### The team:

The role of the Technical Support Engineer (Australia) 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 Sydney and will report to the Customer Experience Team Lead (Australia).

### 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

### About you:

-   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

### Technical Requirements:

-   Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
-   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
-   Understanding of TCP, IP and UDP protocol stack
-   Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
-   Understanding of server virtualization concepts

### Great if you have:

-   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
-   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

## Apply

[Apply at Genetec](https://apply.workable.com/genetec-inc/j/141AEA92FD/apply)

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