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Technical Support Specialist

2 months ago

Sydney, New South Wales, Australia EVS Broadcast Equipment Full time

Job Summary

The Technical Support Specialist will assist and support a wide range of IT-based broadcast systems, including EVS core video servers, user interfaces, and media contribution systems. This role is a direct customer-facing position, reporting to the VP of Operations for Australia & New Zealand.

Key Responsibilities

  • Manage support of all EVS products with the help of Tier 2/3 and share knowledge with the worldwide support team.
  • Provide technical responses to support issues reported via support tools or directly from customers, project engineers, etc.
  • Manage customer expectations of response time and follow-up to ensure timely issue resolution.
  • Troubleshoot and reproduce problems and define workarounds.
  • Work with the Tier-2 and Tier-3 support teams on more complex issues.
  • Work closely with the project delivery team when they're in the field.
  • Write, review, and organize technical documents to increase the effectiveness of EVS support.
  • Occasional on-site assistance for EVS systems installation and support.
  • Manage local inventory and efficient warehouse operation.
  • Coordinate logistics arrangements for the Sydney office and ensure reception of goods/checks equipment.
  • Be part of the support system for the APAC Region.

Requirements

  • Degree, Diploma, or other post-secondary education in a technical field would be highly regarded.
  • Minimum of 2 years of experience in a technical support role. Experience in Broadcast would be beneficial.
  • Good working knowledge of: Networking, Linux, MS Windows.
  • Network certifications (i.e., Cisco, Arista, etc.) would be a plus.
  • Excellent customer service skills addressing the needs of both external and internal customers.
  • Strong written and verbal communication.
  • Ability to follow defined processes and procedures.
  • Flexible and willing to travel occasionally, able to manage himself/herself under pressure.
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.

Language Skills

  • Fluent in English.
  • Knowledge of other languages is an asset.