System Engineer I - Technical System Engineer

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. 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 responses to support issues reported via support tool or directly from customers, project engineers, etc. Support is delivered by email, phone and EVS tooling.
• Manage customer expectations of response time and issue resolution
• Troubleshoot and reproduce problems and define workarounds
• Work with the Tier-3 support team on the more complex issues
• Provide product feedback to reduce the number of issues experienced by the customer
• Back up and work closely with the project engineering team when they’re in the field delivering projects
• Write, review and organize technical documents to increase the effectiveness of Tier 2 support
• Provide advanced technical and troubleshooting training to the Tier-1 support team and customers
• Frequent on-site assistance for EVS systems installation and support
• Manage support of new products with the help of Tier3 and share knowledge with the worldwide support team​
• In turn, be part of the On-Call system (24/7 customer support hotline)
• Could be asked to worked on shift 6-14 and 14-22.

Profile

• Bachelor's Degree in a technical field or equivalent experience 
• Good knowledge in :
  • Network ( Network certification would be a plus)
  • Linux
• Windows knowledge required 
• Previous experience with Technical support, Field Service, Technical Operations, Help Desk

Soft Skills :

• Excellent customer service skills addressing the needs of both external and internal customers with strong communication and process skills
• Flexible and willing to travel frequently, able to manage himself under pressure
• Team player, motivated and proactive
• Analytical and problem-solving mindset
• Ability to identify different technical issues, and clearly document them
• Strong troubleshooting skills
• Possess a strong sense of urgency, while setting priorities amidst time-sensitive and sometimes stressful situations
• Respect, approachability, and dedication to customer service are essential
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

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 !