Field Service Technician supporting the Neptune device by troubleshooting and resolving issues in hospitals. Focused on building strong customer relationships and maintaining quality documentation.
About the role
- Field Engineer providing technical support, system deployment and customer service for Genetec in a hybrid role. Assisting both remotely and on-site with security solutions.
Responsibilities
- Perform technical support, installation, audit, assessment, and maintenance of Genetec systems remotely and on customer premises.
- Act as a primary technical point of contact for key projects to Genetec’s partners.
- Develop and maintain a strong relationship with new and existing customers.
- Develop and maintain an extensive working knowledge of Genetec's solutions.
- Properly document issues encountered in the Genetec trouble ticket system and customer relationship management (CRM) tool.
- Ensure timely escalation of critical customer related issues through proper channels.
- Ensure timely resolution of customer issues.
- Conduct monthly proactive system diagnostic of clients’ system and follow-up with a complete diagnostic report.
- Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades, special concerns, and ad hoc consulting for software implementation, integration, and change requests.
- Provide reporting as requested by Genetec and the customer.
Requirements
- Degree in Computer Sciences, Electrical Engineering, or equivalent experience.
- Experience in customer service, technical support, and/or project management.
- Excellent administration and troubleshooting skills of various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.).
- Excellent knowledge of networking principles and IP protocols.
- Understanding of network storage (SAN, NAS, iSCSI) principles and best practices as well as server virtualization concepts.
- “Can do” attitude, able to multitask and an ability to manage priorities.
- Strong analytical skills with a desire to constantly learn and evolve at the same pace as the software.
- Strong team player while possessing the autonomy to manage your own workload.
- Excellent communication skills with a professional level of Arabic and English.
- Capacity to travel 30/40% of the time.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
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