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full time Technical Support Engineer - License Plate Recognition (Montreal)

at Jobs in Montreal Montreal

Genetec is a pioneer in the physical security and public safety industry and a global provider of world-class IP video surveillance, access control and license plate recognition (LPR) solutions to markets such as transportation, education, retail, gaming, government and more. With sales offices and partnerships around the world, Genetec has established itself as the leader in innovative networked solutions by employing a high level of flexibility and forward-thinking principles into the development of its core technology and business solutions. Genetec's corporate culture is an extension of these very same principles, encouraging a dynamic and innovative workforce that is dedicated to the development of cutting-edge solutions and to exceptional customer care. For more information, www.genetec.com

About Our Team

Innovation and Genetec are synonymous. The work culture at Genetec is open, interactive and promotes creative thinking. We are results-oriented and foster an environment where employees can and do make a difference.

We work on a flexible work schedule and offer the latest productivity tools.
Our office is located in Technoparc Saint-Laurent. Free parking is provided.

If you are ready to be a part of a dynamic company that develops cutting edge technology, if you desire challenge and seek an organization that fosters learning, Genetec will provide you with an opportunity to meet both your professional and personal goals.

Roles and Responsibilities
The role of the Technical Support Engineer is to provide technical support to Genetec's License Plate Recognition customers via phone and email. In order to provide professional and prompt technical assistance to Genetec's clients the technical support engineer must have strong analytical and communication skill.

Working with a leading edge product the candidate will:

• Respond to customer technical issues received by phone and email
• Properly document all customer issues in the Genetec trouble ticket system
• Perform follow-ups with customers for calls placed to Genetec's Technical Assistance Center
• Have a full understanding of Genetec's SLA
• Provide on-site technical support
• Provide after hours support on rotation (pager shift)
• Write technical documentation and articles
• Escalate customer related issues through proper channels
• Ensure timely resolution of customer issues

• Bachelor's degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
• Fluently bilingual in both French and English
• Excellent written and verbal communication skills
• Possess strong analytical and troubleshooting skills in both hardware and software
• Able to multitask, work iteratively and adjust priorities of work
• Hands-on experience with supporting Hardware and Software solutions
• Experience with CCTV systems (camera, matrix, DVR, etc.) is an asset
• Experience with LPR is an asset
• Knowledge of Spanish or other languages is an asset

Technical Requirements
• Excellent knowledge of Windows 2003, XP and 2008.
• Excellent knowledge of networking principles and the IP protocol.
• Experience with PC configuration and troubleshooting on Windows operating system.
• Experience with networking equipment configuration and troubleshooting (switches, routers, etc)
• Good knowledge of electrical circuits (voltage, current, resistors)
• Good knowledge of electronic test equipment (i.e. oscilloscopes)
• Good mechanical aptitude is an asset
• Experience working with SQL databases is an asset
• MCSE and/or CCNA certification is an asset
• Web/Visual Basic programming is an asset

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