What are the responsibilities and job description for the Genesis System Engineer position at The Genesis Group?
Job Description:
The Genesis Group (Gencore Candeo, Ltd.) is seeking an experienced and resourceful technical Systems Engineer to join our growing team. In this role, you will be responsible for the IT system design, installation, configuration, and troubleshooting of our GenWatch and GW3-TRBO software products. You will provide support via telephone and email, as well as deliver on-site training and software implementation at customer locations in the U.S. and Canada.
Key Responsibilities:
- Design, install, configure, and troubleshoot GenWatch and GW3-TRBO systems and other Genesis developed software.
- Provide technical support to customers through telephone and email.
- Conduct on-site training and software implementation.
- Maintain positive relationships with customers, ensuring their satisfaction with our GenWatch and GW3-TRBO products.
- Serve a variety of customers, including commercial businesses, utilities, manufacturing industries, Public Safety agencies, and government agencies.
Qualifications:
- Minimum of two years of experience troubleshooting computer hardware and software issues.
- Minimum of two years of experience supporting and troubleshooting Motorola Land Mobile Radio (LMR) systems or Trunked Radio Systems.
- Minimum of two years of experience in a customer interaction role.
- Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
- Excellent verbal and written communication skills.
- Strong critical thinking and problem-solving skills.
- Ability to work independently and efficiently.
- Self-motivated, detail-oriented, and organized.
- Demonstrates honesty, integrity, and good moral judgment.
- Strong interpersonal skills to build relationships with customers and team members.
- Experience with Microsoft SQL Server is a plus.
Experience in troubleshooting IP networks, including firewalls, routers, and switches.
- Experience with RF troubleshooting on P25 or DMR LMR trunked radio systems is a plus.
- CompTIA or other technical certifications are a plus.
Job Requirements:
- Provide remote and onsite operational support to end users of software.
- Provide remote and onsite implementation for new installations and upgrades.
- Troubleshoot issues with operation, reporting, or connection to the customer’s radio system.
- Rotate with other Support Team Members for on-call after-hours support duty.
- Rotate with other Support Team members to travel on-site for installation, configuration, and training. Travel can be within the United States or internationally. (Will need a current passport or be able to obtain one.)
- Occasional travel to trade shows to assist Sales personnel in Genesis Vendor booth.
- Interact with the Development team to resolve specific issues or make suggestions for product improvement.
- Enter details of each customer session or project in ticketing software to maintain customer support history.
- Assist in staging and shipping software/hardware orders as necessary.
- Participate in other projects, as assigned by Team Leaders.
Details:
- Salary, full-time, generally 8:00 am-5:00 pm, Monday-Thursday (except when traveling or on-call).
- Position located in Tyler, TX.
- Genesis provides a full and very competitive benefits package.
- Approximately 20% travel.
