Hybrid Field Engineer

at Genetec

• Job title: Field Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dubai, United Arab Emirates

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.