We Are Hiring

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
  • Name*
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  • Email*
  • Phone*
  • Address
    Street Address Address Line 2 City State / Province / Region ZIP / Postal Code AfghanistanAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBonaire, Sint Eustatius and SabaBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBrunei DarussalamBulgariaBurkina FasoBurundiCabo VerdeCambodiaCameroonCanadaCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos IslandsColombiaComorosCongoCongo, Democratic Republic of theCook IslandsCosta RicaCroatiaCubaCuraçaoCyprusCzechiaCôte d'IvoireDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEswatiniEthiopiaFalkland IslandsFaroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHoly SeeHondurasHong KongHungaryIcelandIndiaIndonesiaIranIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKorea, Democratic People's Republic ofKorea, Republic ofKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacaoMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMicronesiaMoldovaMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorth MacedoniaNorthern Mariana IslandsNorwayOmanPakistanPalauPalestine, State ofPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRomaniaRussian FederationRwandaRéunionSaint BarthélemySaint Helena, Ascension and Tristan da CunhaSaint Kitts and NevisSaint LuciaSaint MartinSaint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint MaartenSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth SudanSpainSri LankaSudanSurinameSvalbard and Jan MayenSwedenSwitzerlandSyria Arab RepublicTaiwanTajikistanTanzania, the United Republic ofThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkmenistanTurks and Caicos IslandsTuvaluTürkiyeUS Minor Outlying IslandsUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUruguayUzbekistanVanuatuVenezuelaViet NamVirgin Islands, BritishVirgin Islands, U.S.Wallis and FutunaWestern SaharaYemenZambiaZimbabweÅland Islands Country
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