Scope

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.

Job Description

Main responsabilities include:

  • Ensure intake of internal and/or external service requests, categorize and submit customer incidents, change requests, and request 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.​​​​​​​

Profile

  • 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
  • Excellent analytical skills, strong object-oriented design skills
  • 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

Languages:

  • Proficient knowledge of English
    Other languages are a plus

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.
 
 
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