Broadcast System Engineer

Evs Broadcast Equipment • Fairfield, NJ

341d

About The Position

The 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 DACH 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.

Requirements

• Bachelor's Degree in a technical field or equivalent experience.
• Good knowledge in Network, Linux, and Windows.
• Network certification would be a plus.
• Excellent customer service skills addressing the needs of both external and internal customers with strong communication and process skills.
• Flexible and willing to travel frequently, able to manage himself under pressure.
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
• Fluent in English.
• Knowledge of other languages is an asset.

Responsibilities

• Provide technical responses to support issues reported via support tool or directly from customers, project engineers, etc.
• Support is delivered by email and telephone.
• Manage customer expectations of response time and issue resolution.
• Troubleshoot and reproduce problems and define workarounds.
• Work with the Tier-3 support team on the more complex issues.
• Provide product feedback to reduce the number of issues experienced by the customer.
• Back up and work closely with the project engineering team when they're in the field delivering projects.
• Write, review and organize technical documents to increase the effectiveness of Tier 2 support.
• Provide advanced technical and troubleshooting training to the Tier-1 support team and customers.
• Frequent on-site assistance for EVS systems installation and support.
• Manage support of new products with the help of Tier3 and share knowledge with the worldwide support team.
• Be part of the On-Call system (24/7 customer support hotline).

What This Job Offers

• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree