Job Description
Globally recognized as the leader in live video technology for broadcast and new media productions, our passion, and purpose are to help our customers craft compelling stories that trigger the highest return on emotion. Our comprehensive range of solutions enables media companies and content creators to deliver the most gripping live sports images, buzzing entertainment shows, and breaking news content to billions of viewers every day – and in real-time.
Scope
At EVS, we pioneer LIVE production solutions that create return on emotion. Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content. As our engineering team expands, we are seeking an advanced Broadcast System Engineer (Level 2) to support our valued customers through on-demand and project-based assignments. This role is directly customer-facing, involving the communication of EVS's message and product families to our clientele. Crucial daily tasks include providing technical support, offering advice to customers, and resolving inquiries promptly. As a Tier 2, additional diagnostic and problem-solving prowess will be utilized to resolve escalated Tier 1 issues. By taking complete ownership of response times and issue resolution, this engineer will uphold customer service level commitments and enhance overall customer satisfaction.Job Description
- Serve as the primary or secondary point of contact for customers, providing technical assistance, expertise, advice, and management of requests through various channels including the customer support portal, phone, email, and onsite assistance.
- Investigate and diagnose incidents, problems, queries, and change requests at an intermediate/advanced level.
- Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, restoration, follow-up of the resolution, and handover to Teir 3, if necessary, through proper escalation procedures.
- Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels.
- Works across the entire range of EVS products, with a deeper technical knowledge on assigned products or product families.
- Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
- Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
- Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
- Configure and install products, systems, solutions, and equipment for demonstrations, training, sales, and support purposes.
- Collaborate with Project Management to facilitate project implementation.
- Needs to influence and convince stakeholders.
- Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
- Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications.
- Adhere to department policies and procedures.
- Participate in the On-Call system for 24/7 customer support hotline.Profile
- At least 10 years of experience in the broadcast industry.
- Practical experience in methods and techniques to perform technical support at an advanced level within a tiered environment.
- Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
- Familiarity and/or practical experience within the Broadcast Industry.
- Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
- Ability to solve a wide variety of IT-Broadcast System issues.
- Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
- Proficiency in IP computer Networking.
- Knowledge of Broadcast equipment, routing, and audio/video systems.
- Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.
Must Have :
- Team player, motivated, and proactive.
- An 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.
- Strong communication skills.
- Respect, approachability, and dedication to customer service.
- Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
- English (verbal and written communication skills are mandatory).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. EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one. We also provide a Savings Plan (401K) in which the company will match 25% of all employee contributions. And yes, you read that right: no tricks, no fine print, no hidden catches & no asterisks. Our hybrid way of working policy will help you preserve your work-life balance.
EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities. You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals. EVS is also proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed.
Discover more about what makes EVS an exceptional place to work by visiting our website. Join us and bring your potential to life!
Job Tags
Full time