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Technical Support Engineer (Hong Kong, Hong Kong)

Scope

The Technical 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 assistance on customer service requests (Customer Incidents, Change Requests, Request for Information) via phone, email, and/or onsite assistance. Technical assistance includes expertise, advice to customers, management of customer issues within the assigned product families and technical issue resolution
Take full ownership for response time and issue restoration within the assigned Tier, in order to meet customer service level commitments and increase customer satisfaction
Followup issue resolution
Ensure intake of internal and/or external service requests. categorize and submit customer incidents, change requests and request for information through customer support system
Ensure assignation, investigation, diagnosis, restoration, follow up of resolution and hand-over and if necessary, escalating the issue to a higher Tier in accordance with procedures & guidelines
Take service request ownership, ensure monitoring, tracking and ongoing client communication
Manage customer expectations throughout support service delivery within the assigned Tier
Configure and install products, systems, solutions, equipment for demo, training, sales and/or support needs
Participate in service interventions such as system upgrades, configuration changes and preventive maintenance actions
Provide coaching, assistance and (advanced) technical training to colleagues and/or customers in the use of EVS product families, systems, and applications
Follow up on SLA, issues, and risks in the customer service, define solutions and/or temporary workarounds for restoration
Create and maintain technical documentation in appropriate systems, as well as ensure periodic service level reporting
Issue technical notes, procedures, and work methods to maintain and extend the knowledge base
Liaise closely with colleagues and provide product feedback to reduce or prevent future customer issues
Adhere to department policies and procedures regarding service delivery (when applicable: e.g. ticketing, escalation, 24/7 customer support hotline etc.)
Be part of On-Call system (24/7 customer support hotline)
Pro activity and accountability are mandatory

Profile

Degree in IT/Media Engineering
Proven professional experience in the Broadcast Industry
Ability to troubleshoot/resolve a wide variety of IT-Broadcast System issues
Knowledge of Broadcast equipment, routing, audio/video
Knowledge of media file wrappers, encoding codec’s and video servers would be beneficial
Terminologies used: SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS
Experience with IT networking, switching, domain controller, active directory, DNS, SQL & database operation
Computer OS knowledge, Windows, Win Server, Linux desired
Respect, approachability and dedication to customer service are essential
Analytic thinking and ability to clearly document customer issues
English, verbal & written communication skills are mandatory (any other chinese & French language is an asset)

Offer

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.

Technical Support Engineer

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