Graphics Senior Technical Support Engineer
New
V
VizrtBroadcast Technology
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- TroubleshootingCustomer support
Requirements
- College degree or equivalent work experience.
- 3+ years of system administration experience in a support role for a broadcast system integrator or software/hardware vendor.
- 3+ years of experience with Vizrt Graphics products (Viz Artist, Viz Engine, Pilot Edge, and/or Trio).
- Experience in a broadcast studio environment with equipment such as automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRCS systems.
- Understanding of news studio workflows and video technology.
- Experience with Windows and network administration.
- Strong investigation and troubleshooting skills.
- Experience troubleshooting mission-critical software systems.
- Experience providing second-line support to customers.
- Written and spoken English proficiency.
- Ability to work a flexible shift pattern, including travel, evenings, and weekends.
Responsibilities
- Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal.
- Prioritize case workload according to the Global Support priority process.
- Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution.
- Escalate cases to the appropriate departments when necessary.
- Act as an escalation point for Level I Support Engineers, coaching and mentoring team members.
- Confidently visit customer sites, review installed systems, identify variances, and provide recommendations.
- Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions.
- Cover the responsibilities of the Global Support Manager during periods of absence or travel.
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