Customer Support Engineer Tier-2

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Date: 14-May-2023

Location: USA - Fairfield (NJ)

Company: EVS

Scope

The role of Support Engineer Tier 2 requires a motivated person having analytical tendencies, is open to change, and is eager to broaden his/her knowledge in the broadcast realm.

The ideal candidate has the capacity to identify different technical issues that occur in LIVE broadcast environments and possess a strong sense of urgency while being able to set priorities in stressful situations. Demonstrates solid technical knowledge in networking and computing while demonstrating professionalism, thoroughness, and attention to detail. Empathy in this role is vital and will enable the candidate the ability to develop business relationships with an established client base.

Job Description

  • Respond to customer technical issues escalated from Tier-1
    • Act as an escalation point for technical issues encountered
    • Reproduce technical issues and escalate as needed to Tier-3
  • Maintain a high level of technical and industry knowledge, as well as a broad range of EVS proprietary workflows and systems
  • Provide a measurable level of customer service
    • Ensure timely resolution to customer issues
    • Follow up on customer inquiries to ensure customer satisfaction
  • Act as main Product contact with regard to products assigned
    • Maintain up-to-date knowledge and coordinate with HQ Product managers on releases and hardware changes
    • Monitor product defects, trends, and issue occurrences in the region
    • Properly document encountered problems and their solutions submitted through our internal ticketing system.
  • Train and provide information to technical staff on issues, known bugs, and new product workflows.
    • Write technical documentation notes and catalog them into a knowledgebase for Tier 1-2 usage
  • Be available by phone during the evening, night, or weekend for internal staff escalation
  • Provide occasional on-site technical support

Profile

  • College or University degree in broadcast, electronics/computer science, and/or relevant work experience
  • Minimum of 3 to 5 years of experience in technology support-related field
  • 2-5 years of existing EVS product knowledge is required for this position

Technical skills:

  • Strong understanding of Video and Audio concepts
  • Ability to understand system diagrams representing the client installations
  • Understand networks and network components (Routers, Switches, Vlans), including TCP/IP, UDP, SNMP, Web Services, and SAMBA
  • Knowledge of PCs and Servers, in addition to their components
  • Must have an advanced level understanding of Windows platforms
  • Very good knowledge of how to use Word, Excel, Outlook, SharePoint
  • Must have a comfortable knowledge of EVS Products and their interconnection
  • Understanding of Audio and Video signal standards as well as media file standards
  • Working knowledge of broadcast systems and mobile television production is ideal
  • Understanding broadcast station/network processes is ideal

Soft skills:

  • Must demonstrate advanced oral and listening abilities
  • Must work well individually and in a team without supervision
  • Strong interpersonal abilities
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Languages :

  • Fluent in English
  • Knowledge of other languages (such as French or Spanish) is an asset

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. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance. 

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.

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.

Check out our website if you want to know more about why you should join EVS !