System Engineer

Scope

The System 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 System Engineer will be expected to provide technical assistance for customer service requests, including Customer Incidents, Change Requests, Product Change Requests, Repair Requests, and Requests for Information, while acting in a multi-role capacity covering project delivery installations and commissioning. This involves expertise, guidance, issue management, and taking full ownership of correct priority assignation, local response times, and issue restoration to meet service level commitments and enhance customer satisfaction. This role is a customer-facing position that will directly convey the EVS message to our customers and the EVS Product families.

Job Description

• Handle the intake and prioritization of incidents based on local context and customer knowledge, and submit customer incidents, change requests, product change requests, repair requests, and information requests through the support system.
• Manage customer expectations throughout the support service delivery process by Managing the assignment, investigation, diagnosis, restoration, follow-up of the resolution, and trigger escalations from Local Support to Global Support when needed.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Provide technical assistance, expertise, advice, and management of requests through various channels including the customer support portal, phone, email, and on-site assistance.
• Work across the entire range of EVS products, with a deeper technical knowledge on assigned products or product families.
• Configure and install products, systems, solutions, and equipment for demonstrations, training, and support purposes as needed.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
• Collaborate with Project Management to facilitate project implementation.
• Provide coaching, assistance and training to colleagues and customers on EVS product families, systems, and applications.
• Conduct on-site support and installation of systems.
• Troubleshoot and reproduce problems and define workarounds.
• Work with the Tier-2 and Tier-3 support teams on the more complex issues.
• Develop and maintain technical documentation in relevant systems according to the EVS support standards and guidelines and ensure timely reporting on service levels.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Adhere to defined processes and procedures.
• Participate in the On-Call system for 24/7 customer support hotline if needed.

Profile

• At least 3 years of experience in the broadcast industry.
• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Good knowledge of IP computer Networking. Network certifications (Cisco, Arista etc) would be a plus.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.

Must Have :

• Team player, motivated, and proactive.
• An Analytical and problem-solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills and the ability to manage complex technical incidents.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Excellent customer service skills addressing the needs of both external and internal customers with strong communication and interpersonal skills.
• Flexible and willing to travel occasionally, able to manage himself/herself under pressure.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
• Fluent English (verbal and written communication skills).
• 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 !