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.

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

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.