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Technical Support Engineer (USA, Fairfield)

Scope

The role of Technical Support Engineer is responsible for an interesting and varied role helping to assist and provide problem resolution to end-users for EVS’ wide range of broadcast products & systems.

The primary role of the Technical Support Engineer will be to provide support for our clients, via email, phone, and support portal communication. He/She will join the Global Operations / Support team and work closely with all support team members and Customer Support Engineers (T2) to facilitate issue management to meet customer commitments, increase customer satisfaction and resolve customer issues. The affinity for working in a team atmosphere, is required.

The ideal candidate will be enthusiastic & motivated person, eager to broaden his/her knowledge in the live broadcast realm, with the capacity to identify different technical issues that occur in these environments.

EVS prides itself on its level of customer support and thus a successful candidate 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 convey the EVS standards & messages to our customers.

 

Job Description

 

Tasks and Responsibilities

  • Provide client support and technical issue resolution
    • Via - phone, customer support ticketing, email and other electronic mediums
    • Interacting with customers to provide information in response to inquiries, concerns and requests about products and services
    • Gathering customer information determine escalation needs through analyzing symptoms
  • Identify and escalate priority issues
  • Accurately and completely document encountered problems and solutions, submitted results through our internal ticketing system
  • Simultaneously manage multiple customer cases in a demanding environment, while resolving issues using company tools and internal knowledge base
  • Logging and verifying bugs found through support tickets
  • Follow up and make scheduled call back to customers to keep customers informed of issues reported
    • Periodic on-site customer visits in the North America Region

▪ Ability to travel to/from customer facilities and event based locations for live broadcasts, in the North/South America Region

▪ Commissioning & configuring proprietary systems

▪ Understand system diagrams representing the client installations

  • Ability to provide operational and technical trainings, as needed, both on-site and within EVS’ training centers
  • Ability to configure EVS proprietary video systems for demo, sales, and/or support needs
  • Configuring Windows based equipment
  • Maintain facility functionalities, including training center, support racks, as well as warehouse and support related too
  • Adhere to department policies and procedures regarding hotline participation according to a defined schedule
  • Obtain general understanding of application operations as related to company products & services
  • Stay current with system information, changes and updates

- Maintain up to date on releases and hardware changes

  • Perform cross functional roles with projects and event level support, as assigned

 

Profile

 

ACADEMIC, PROFESSIONAL, & TECHNICAL REQUIREMENTS

- College or University degree in Broadcast engineering, TV Production, computer science or a related field preferred

- 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

- Previous experience with Technical Support, Field Service, Technical Operations, Help Desk or professional services

  • Strong trouble-shooting skills (ranging from software configurations to hardware related issues)
  • Ability to solve practical problems and deal with a variety of variables in situations

- Existing EVS Product knowledge is required for this position

- Cisco CCNA or Microsoft MCSE a plus

 

PERSONAL REQUIREMENTS

  • Must work well independently and in a team environment
  • Self-motivated, detail-oriented and organized
  • Excellent communication and listening abilities
  • Strong interpersonal and presentation skills
  • Enthusiastic and Personable
  • Proficient in all communication applications such as E-Mail clients, FTP clients and Web Browsers, MS Office (Visio, Word, Excel, etc)
  • Ability to travel worldwide, as needed

 

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.
 
 

LOCATION

USA, NJ, Fairfield

Technical Support Engineer

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