Scope

The Support Engineer assists and supports a wide range of IT-based broadcast systems, ranging from EVS core video servers to user interfaces and media contribution systems. EVS prides itself on its level of customer support and the Support Engineer will be expected to act on his/her own initiative communicating with other departments where necessary to resolve issues. Reporting to the VP of Operations for Australia & New Zealand, this role is a direct customer-facing position. Global Support engineers function as a vital link between local support teams and T3 support experts, ensuring continuous support worldwide, 24/7.

Job Description

  • Manage support of all EVS products with the help of Tier2/3 and share knowledge with the worldwide support team​
  • Provide technical responses to support issues reported via support tool or directly from customers, project engineers, etc.
  • Manage customer expectations of response time and follow-up to ensure timely issue resolution
  • Troubleshoot and reproduce problems and define workarounds
  • Work with the Tier-2 and Tier-3 support teams on the more complex issues
  • Work closely with the project delivery team when they’re in the field
  • Write, review and organize technical documents to increase the effectiveness of EVS support
  • Occasional on-site assistance for EVS systems installation and support
  • Manage local inventory and efficient warehouse operation
  • Coordinate logistics arrangements for the Sydney office and ensure reception of goods/ checks equipment
  • Be part of the support system for the APAC Region
  • Operate within a global company rotational system to provide round-the-clock (24/7) support.
  • Participate in the OnCall system for immediate support needs.

Profile

  • Degree, Diploma or other post-secondary education in a technical field would be highly regarded
  • Minimum of 2 years of experience in a technical support role. Experience in Broadcast would be beneficial.
  • Good working knowledge of :
    • Networking
    • Linux
    • MS Windows
  • Network certifications (i.e. Cisco, Arista etc) would be a plus
  • Excellent customer service skills addressing the needs of both external and internal customers
  • Strong written and verbal communication
  • Ability to follow defined processes and procedures
  • Flexible and willing to travel occasionally, able to manage himself/herself under pressure
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success
  • Knowledge in devops, virtualization, and cloud deployments is desirable, with a strong emphasis on a system approach
  • Familiarity with Kubernetes is advantageous, demonstrating an understanding of modern system orchestration technologies

Languages :

  • Fluent in English
  • Knowledge of other languages 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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