Support Engineer

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 team expands, we are seeking a System Engineer 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. 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 initial 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.
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, restoration, follow-up of the resolution, and handover if necessary, through proper escalation procedures.
• Develop and maintain technical documentation in relevant systems, and ensure timely reporting on service levels.
• 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.
• 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

• 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.
• 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

Joining the EVS team means not only receiving a competitive salary commensurate with your skills and the market but also gaining access to a range of wellness and healthcare benefits. EVS provides you with the tools to develop your skills and advance your career through internal mobility opportunities. You'll thrive in a friendly, dynamic environment with ambitious commercial objectives.

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