The Service Operations Engineer will be responsible for the operations of "aaS" solutions, providing proactive monitoring, basic troubleshooting, operational documentation, cloud cost control, service reporting, among other activities. Providing technical assistance on customer service requests (Incidents, Change Requests, Request for Information). Technical assistance includes expertise, advice to customers & management of customer incidents within the "aaS" solutions. Increasing customer satisfaction and resolving customer issues. Taking full ownership for response time, incident restoration, and follow-up on incident resolution, in order to meet customer service level commitments and increase customer satisfaction. They will work directly with television broadcast networks to support live production in global sports and entertainment events.
Main responsabilities include:
Ensure intake of internal and/or external service requests, categorize and submit customer incidents, change requests, and requests for information through the customer support system.
Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over and if necessary, escalating incidents to a higher Tier in accordance with procedures & guidelines.
Take service request ownership, ensure monitoring, tracking, and ongoing customer communication.
Manage customer expectations throughout support service delivery within the assigned Tier.
Provide customer support, advice, and technical incident resolution via phone, email, and/or onsite assistance.
When applicable, configure and install products, systems, solutions, equipment for demo, training, and/or support needs.
Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
Provide coaching, assistance, and technical training to colleagues and/or customers in the use of EVS product families, systems, and applications.
Follow up on SLA, incidents, and risks in the customer service, define solutions and/or temporary workarounds for restoration.
Create and maintain technical documentation in appropriate systems, as well as ensure periodic service level reporting.
Issue technical notes, procedures, and work methods to maintain and extend the knowledge base.
Liaise closely with colleagues and provide product feedback to reduce or prevent future customer incidents.
Adhere to department policies and procedures regarding service delivery (when applicable: e.g. ticketing, escalation, 24/7 customer support hotline, etc.).
In turn, be part of the On-Call system (24/7 customer support hotline).
Actively participate in continuously improving our internal operations.
Engineer, Bachelor’s, Master’s or Ph.D. degree in Engineering or Computer Science (high school or university)
2+ years of experience in customer-facing activities (preferably Customer Support or Customer Service)
Knowledge in Data Centre ecosystems (Hardware/Software) and public cloud
Experience in Operations
The following technical experiences are not mandatory, and will be considered as an asset :
Cloud certification is a plus
CCNA certification is a plus
ITIL certification is a plus
Experience in the broadcast industry
Experience with networking
Experience in OaaS, IaaS, SaaS, or PaaS
Experience in User Acceptance Testing (UAT) or Smoke Testing
Soft skills :
Achieves high-quality results through thoughtful analysis and planning; target driven and result oriented
Focus on quality, detail-minded, willing to take care of customer point of view
Open for changes and continuous learning
Capable of executing tasks autonomously, of planning and communicating planning and progress, of getting help where needed
Shows initiative, is curious and communicates well about initiatives
Good written and verbal communication skills, shares information actively, response properly, reports on time, accept criticism and other opinions, addresses criticism constructively
Excellent team player
High-stress resistance; does not give up in crisis situations; does not lose control under pressure
Aligned with EVS values : Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success Why join EVS ? | EVS
Fluent in English
Knowledge in other languages is an asset
Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance. EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.