System Engineer Tier 2

Job Description

Scope

The System Engineer Tier 2 will focus on support and project functions, assisting and supporting a wide range of IT-based broadcast systems and managing straightforward project workflows. This role involves providing technical support and advice to customers, resolving inquiries related to the assigned product families, and taking full ownership of response time and issue resolution within the assigned Tier to meet customer service level commitments and increase customer satisfaction. This is a direct customer-facing position that will convey the EVS message to customers and the EVS Product families.

Responsibilities

• Provide technical assistance on customer service requests (Customer Incidents, Change Requests, Request for Information) via the customer support portal, phone, email, and/or onsite assistance.
• Manage customer issues within the assigned product families and follow up on issue resolution.
• Ensure intake of internal and/or external service requests, categorize and submit customer incidents, change requests, and request information through the customer support portal.
• Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over if necessary, escalating the issue to a higher Tier according to procedures & guidelines.
• Take service request ownership, ensure monitoring, tracking, and ongoing client communication.
• Configure and install products, systems, solutions, equipment for demo, training, sales, and/or support needs.
• Liaise with the Project Manager and escalate if necessary to ensure the project implementation.
• 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 using EVS product families, systems, and applications.
• Follow up on SLA, issues, and risks in 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.
• Work 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).

Profile

• Degree in Broadcasting engineering, TV Production, computer science, or a related field preferred.
• Minimum 2 years of professional experience in the Broadcast Industry.
• Previous experience with Technical support, Field Service, Technical Operations, Help Desk.
• Ability to solve practical problems and deal with a wide variety of IT-Broadcast System issues.
• Technical knowledge of IP computer Networking, Broadcast equipment, routing, audio/video.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS) and media files standards.
• Computer OS knowledge of Windows (active directory, DNS, SQL database), Win Server, Linux.

Soft Skills

• Team player, motivated and proactive.
• Analytical and problem-solving mindset.
• Ability to identify different technical issues, 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 are essential.
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.

Languages

• English (verbal & written communication skills are mandatory).
• Knowledge of other languages 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.