Service Operations Engineer

Scope

Job Description

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.​​​​​​​

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
• Aligned with EVS values : Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success Why join EVS ? | EVS

Languages :

• Proficient knowledge of English
• Other languages are a plus

Offer