Scope

The System Engineer will be able to balance between support – pre-sales and project functions. Will work directly with television broadcast networks to support production in global live sporting and entertainment events. Providing expertise, advice to customers & resolve customer issues within the assigned product families. Will take full ownership for response time and issue resolution within the assigned Tier, in order to meet customer service level commitments and increase customer satisfaction and will collaborate closely with sales to ensure proposed deals include technical solutions that accurately address customer needs and are appropriately supported by key customer technical decision-makers.

Job Description

  • Respond to customer technical issues and inquiries.
  • Provide On-site technical support and consultation for live broadcasts and events.
  • Ability to travel to/from customer facilities and event-based locations for live broadcasts, in the North/South America Region.
  • Act as a key point of contact for assigned technical accounts.
  • Provide advanced level technical consultation to resolve complex problems.
  • Demonstrate a measurable level of customer service.
  • Acquire and maintain a high level of industry knowledge for EVS relevant product offerings and support policies.
  • Ability to provide operational and technical trainings, both on-site and within EVS’ training centers, to improve customers, as well as, internal support staff knowledge.
  • Establish strong relationships and maintain interaction with Sales and Professional Services teams to ensure customer needs are met and growth opportunities are maximized.
  • Work closely with Sales, Pre-sales, & Management for successful renewal of customer’s subscriptions.
  • Must be available to cover SLA hotline: night and weekend, on-call duty required on a rotating basis and on holidays, as required.
  • Perform cross-functional roles with projects and event-level support, as assigned.

Profile

  • College or University degree in Broadcast engineering, TV Production, computer science, or a related field preferred.
  • Minimum of 2 years of experience in the technology support-related field.
  • Previous experience with Technical Support, Field Service, Technical Operations, Help Desk, or professional services.
  • Ability to solve practical problems and deal with a variety of variables in situations.
  • Technical knowledge of the following:
    • IP Computer Networking
    • Broadcast Video Products and applications
    • Computer OS knowledge of Windows, macOS, Linux
    • Understanding of broadcast production and technologies, including media file standards.
  • Existing EVS Product knowledge is required for this position.
  • Cisco CCNA or Microsoft MCSE a plus.

Soft skills

  • Enthusiastic & motivated.
  • Analytical and problem-solving mindset.
  • Thoroughness and attention to detail.
  • Strong troubleshooting skills (ranging from software configurations to hardware-related issues).
  • Eager to broaden your knowledge in the live broadcast realm.
  • Able to identify different technical issues that occur in these environments.
  • Able to work independently, as well as in a team atmosphere.
  • Possess a strong sense of urgency, while setting priorities amidst time-sensitive and sometimes stressful situations.
  • Strong communication skills, in order to develop strong business relationships with an established client base.

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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