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Technical Support Engineer (UK, Leatherhead)

Scope

Support Engineer will provide advice to customers & resolve customer issues within the assigned product families. He/She will take ownership for response time and issue resolution, with the help of other experts when required, in order to meet customer service level commitments and increase customer satisfaction and will collaborate closely with sales to ensure proposed deals include technical solutions that accurately address customer needs, and is appropriately supported by key customer technical decision-makers.

EVS prides itself on our level of customer support and the 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 directly convey the EVS message to customers and the EVS Product families.

Job Description

  • Provide client support and technical issue resolution via phone, mail and other electronic media
  • Available to cover the after-hours hotline for existing maintenance contracts
  • Categorizing and submitting customer issues through the support ticket system
  • Regular on-site customer visits in the different territories
  • Participate as a team member for the deployment of a larger project at EMEA level
  • Organize Demonstrations of products on Customer premises
  • Provide technical trainings
  • Elaborate Solutions for the customer requirements
  • Finalize the architecture of the system by customers' requirements: plan and specifications
  • Participate actively in the installation on-site in association with the customer and the third parties
  • Assist the Customer for the "go live" of the system
  • Act as an expert on problems detected and related information to the 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

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.
 
 

Technical Support Engineer

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