System Engineer Tier 2

Scope

The System Engineer will be focusing on support and project functions. Assists and supports a wide range of IT-based broadcast systems and manages straightforward project workflows. Providing technical support and advice to customers and resolving customer inquiries related to the assigned product families. Will take full ownership of response time and issue resolution within the assigned Tier, to meet customer service level commitments and increase customer satisfaction.

This role is a direct customer-facing position that will directly convey the EVS message to customers and the EVS Product families.

Job Description

• Provide technical assistance on customer service requests (Customer Incidents, Change Requests, Request for Information) via the customer support portal, phone, email, and/or onsite assistance.
• Technical assistance includes expertise, customer advice, management of customer issues within the assigned product families, and the follow-up of issue resolution.
• Ensure intake of internal and/or external service requests. Categorize and submit customer incidents, change requests, and request information through the customer support portal.
• Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over if necessary, escalating the issue to a higher Tier according to procedures & guidelines.
• Take service request ownership, ensure monitoring, tracking, and ongoing client communication.
• Manage customer expectations throughout support service delivery within the assigned Tier.
• Configure and install products, systems, solutions, equipment for demo, training, sales, and/or support needs.
• Liaises with the Project Manager and escalates if necessary to ensure the project implementation.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions
• Provide coaching, assistance, and (advanced) technical training to colleagues and/or customers in using EVS product families, systems, and applications.
• Follow up on SLA, issues, and risks in 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
• Work closely with colleagues and provide product feedback to reduce or prevent future customer issues.
• Adhere to department policies and procedures regarding service delivery (when applicable: e.g. ticketing, escalation, 24/7 customer support hotline, etc.).
• Be part of On-Call system (24/7 customer support hotline)
• Proactivity and accountability are mandatory

Profile

• Degree in Broadcasting engineering, TV Production, computer science, or a related field preferred
• Minimum 2 years of professional experience in the Broadcast Industry
• Previous experience with Technical support, Field Service, Technical Operations, Help Desk
• Ability to solve practical problems and deal with a wide variety of IT-Broadcast System issues
• Technical knowledge of :
  • IP computer Networking
  • Broadcast equipment, routing, audio/video
  • Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS) and media files standards
  • Computer OS knowledge of Windows (active directory, DNS, SQL database), Win Server, Linux

Soft Skills :

• Team player, motivated and proactive
• Analytical and problem-solving mindset
• Ability to identify different technical issues, clearly document them
• Strong troubleshooting skills
• Possess a strong sense of urgency, while setting priorities amidst time-sensitive and sometimes stressful situations.
• Strong communication skills
• Respect, approachability, and dedication to customer service are essential
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Languages :

• English (verbal & written communication skills are mandatory)
• 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 mobility.

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.

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