Scope

The Support Engineer assists and supports various IT-based broadcast systems, ranging from EVS core video servers to user interfaces and media contribution systems. EVS prides itself on customer success, and the Support Engineer will be expected to act on his/her initiative to communicate with other departments to resolve incidents. They will also be responsible for the operations of “aaS” solutions, providing proactive monitoring and troubleshooting to meet customer service level commitments and increase customer satisfaction. This role is a direct customer-facing position that will convey the EVS message to customers and the EVS Product families.

Job Description

  • Provide first-line technical responses to customer service requests via phone and support system (Incidents, Requests for Information, Repair/Replacement Request, Change Requests, and Product Change Requests).
  • Manage customer expectations of response time, incident restoration, and resolution.
  • Guarantee proactive event monitoring on EVS Infrastructure or agreed customer-managed infrastructure.
  • Work closely with project management when delivering projects in the field.
  • Create and maintain technical documentation, operational procedures, and how-to articles in appropriate systems (Knowledge Database, Confluence, others).
  • In turn, be part of the On-Call system (24/7 customer support hotline).
  • Upon agreement, participate in Customer Events as On-Site Support.
  • Configure EVS Infrastructure for training, demos, and proof of concept (POC) requests.

Profile

Experience:

  • Bachelor's Degree in a technical field or equivalent experience.
  • Experience with EVS products and workflows in live production operations.

Soft skills:

  • Excellent customer service skills addressing the needs of customers and internal stakeholders with strong communication and process skills.
  • Willingness to work weekends is required.
  • Flexibility to travel.
  • Ability to manage themself in high-stress environments.
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Technical skills:

  • ITIL4 or other ITSM knowledge or certification preferred.
  • Experience in any ITSM ticketing tool, Microsoft Dynamics, is a plus.
  • Good knowledge of Networking, CCNA, Microsoft MSCE principles, Linux, and Windows OS
  • SMPTE 2110 knowledge is a plus.

Languages:

  • Fluent in English
  • Knowledge of other languages, such as Spanish or French, is an asset.

Offer

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.

Check out our website if you want to know more about why you should join EVS !

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