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Technical Support Engineer View Details

  • Post Date: October 6th, 2020 Location:
    Position Details

    Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.

    Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.

    Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

    Summary:
    As the Technical Support Engineer, you will report to the Technical Support Manager. You are responsible for providing technical support and follow up for Faronics’ customer base.

    Responsibilities:

    • Troubleshooting installation and deployment of Faronics software.
    • Responding in a polite, professional manner to support inquiries via email and voice
    • Provide support to the Sales Department to ensure follow ups are completed.
    • Communicating with and questioning the customer to ensure you fully determine the customer’s needs.
    • Ensuring all customer cases are logged, with meaningful detail, into the Customer Response Management system.
    • Determining when to escalate customer cases and following up with the client to ensure resolution of the client’s case.
    • Other duties as required by the employee’s direct supervisor.
    • Stay current with Faronics’ product and the most recent issues and solutions through the reading of white papers, technical updates and talking to the Product Managers.

    Skill Set

    • Outstanding written and verbal communication in the English language.
    • Superb customer service skills.
    • Exceptional Time Management skills.
    • Strong analytical and troubleshooting skills.
    • Quick to adapt to changing situations and an “out of the box” thinker.

    Qualifications & Experience:

    • MCSE Certification or equivalent practical experience.
    • A+ Certification or equivalent practical experience.
    • Intimate knowledge of Microsoft Windows, macOS, Android, and iOS devices.
    • Solid understanding of enterprise level IT management and deployment techniques.
    • Five years experience providing front line technical support.

    Interested applicants should forward their resume, cover letter, and references to hr@faronics.com via email. While we appreciate the interest of all applicants only applicants selected for an interview will be contacted.


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Professional Services Engineer View Details

  • Post Date: Location:
    Position Details

    Faronics Corporation has an immediate opening for a Professional Services Engineer to join our team in Vancouver.

    Founded in 1996, Faronics is headquartered in Vancouver, British Columbia and is a privately-held company with nearly 30,000 unique customers using over 10 million licenses in over 150 countries. Faronics has a history of providing excellent value to customers, selling direct and through channel partners to enhance existing relationships, local presence, and value-added services.

    Faronics’ security solutions protect endpoints worldwide. Our solutions include Cloud Console, Mobile Device Management, Anti-Virus, Anti-Malware, and Reboot-to-Restore.

    Summary:
    The Professional Services group takes the lead in working with customers to ensure the successful deployment and ongoing success of customers using Faronics products in their environment.

    Responsibilities:

    • Ensure customer satisfaction with Faronics Products by developing a long term relationship with customers.
    • Organize regular status review meetings with customers.
    • Be the ambassador for Faronics with the customer and an advocate for clients within the company.
    • Escalate and drive customers’ technical support, service, and product issues to a satisfactory conclusion.
    • Provide information and recommend best practices for the management of Faronics products.
    • Execute and lead the deployment of Faronics Services in the customers environment.
    • Proactively monitor for technical issues impacting Faronics products at customer sites and make recommendations to reduce the risk/impact of similar future problems.
    • Maintain and expand working knowledge of current and pre-released Faronics systems and products, as well as their integration and methods of support delivery.

    Skill Set

    • Outstanding written and verbal communication in the English language. Fluency in other languages is an asset.
    • Superb customer service skills.
    • Exceptional Time Management skills.
    • Strong analytical and troubleshooting skills.
    • Quick to adapt to changing situations and an “out of the box” thinker.

    Qualifications & Experience:

    • 5+ years’ experience in an enterprise support environment including management of projects including rollout of new software and services.
    • Intimate knowledge of Microsoft Windows, macOS, Android, and iOS devices.
    • Experience with managing critical and complex situations or incidents.
    • A positive and constructive minded team player.
    • Account management experience and/or direct customer engagement responsibility.
    • Experience in managing projects from inception to completion.

    Interested applicants should forward their resume, cover letter, and references to hr@faronics.com via email. While we appreciate the interest of all applicants only applicants selected for an interview will be contacted.


    View Details
    • Accepted file types: doc, docx, pdf, rtf, txt.
    • This field is for validation purposes and should be left unchanged.