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Support Engineer (Belgium, Liège)

Scope

Support Engineer provides advice to customers & resolves their issues within the assigned product family. He/shell will be supervised by a mentor at first. With the help of other experts when necessary, he/she will take ownership of managing response time and issue resolution in order to meet the customer service level commitments and therefore increase the customer’s satisfaction. He/she will collaborate closely with sales to ensure accurate technical solutions that address customer needs.

EVS is proud of his customer support thus candidates are expected to act on their own initiative communicating with other departments when necessary to solve issues. This role is in direct relation with customers that implies spreading EVS’s culture/message to them.

Job description

  • Provides client support and technical issue resolution via phone, mail and other electronic media
  • Is available to cover the after-hours hotline for existing maintenance contracts
  • Submits customer issues through support ticket system to the right person/team
  • Visits customers on-site regularly, in different territories, together with his mentor.
  • Participates as a team member for deployment of larger projects at EMEA level
  • Organizes Demonstrations of products on Customer premises
  • Provides technical training
  • Elaborates Solutions for the customer requirements, together with his mentor, in a first phase
  • Finalizes the architecture of the system by customers' requirements: plan and specifications
  • Participates actively in the installation on-site in association with the customer and the third parties
  • Assists the Customer for the "go live" of the system
  • Acts as an expert on problems detected and related information to adequate support level
  • Proactivity and ownership are mandatory

Profile

  • Master degree in Electrical/Electronic Engineering, or related field
  • Min 3 years’ experience in the IT industry, ideally in the broadcast industry
  • Troubleshooting/resolution of a wide variety of Broadcast System issues
  • Familiarity with IT systems and ideally, Broadcast systems and file-based workflows
  • Installing/upgrading/downgrading software versions of on-air (or equivalent) equipment
  • Well rounded knowledge both Technically & operational
  • Take ownership and responsibility of the task
  • Be able to use helicopter view to prioritize effectively
  • Proactive customer approach gaining constant information
  • Product guru operationally and technically
  • Being closer to the customers' problems whilst analyzing the product
  • Ability to clearly analyze and document customer issues
  • Approachability and dedication to customer service are essential
  • Give constructive positive and negative Product feedback
  • Be reliant during crisis management
  • Ability to travel
  • English speaker

Offer

After 3 months of training in our headquarter in Liège, you will join full-time our team in Hong Kong for 2 to 3 years. 
 
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.
 
 

Support Engineer

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