Technical Support Engineer Team Leader
On-siteSydney, New South Wales, Australia
Job Summary
Coordinate a team of three to four Support Engineers while managing complex technical escalations, service outages, and critical customer issues via email, phone, and on-site support. Diagnose and resolve problems using software tools, ensure timely escalation through proper channels, and monitor local specialists to assist with difficult cases. Develop and maintain relationships with customers, prepare product training programs, and contribute to software evolution and knowledge base documentation. Perform installation, audits, assessments, and maintenance of Genetec systems on customer premises, acting as a liaison for proof-of-concept deployments and system commissioning. Define product requirements based on customer feedback and facilitate new development work. Collaborate with Sales Admin, CRM Data Specialists, and development teams to resolve portal login incidents, backend issues, and security vulnerabilities. Participate in employee evaluations and onboarding processes. Requires a valid driver's license, passport, and capacity to travel up to 35% for field engineering assignments.
Required Qualifications
- 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
- 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 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
- Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
- Excellent 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
- Clear understanding of TCP, IP and UDP protocol stack
- Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
- Understanding of server virtualization concepts
Desired Qualifications
- Any other languages will be considered a strong asset
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