Support Engineer

EVS Group

Liège, Belgium

Scope

The Support Engineer assists and supports various 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 will be expected to act on his/her initiative to communicate with other departments 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.

Job Description

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;
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;
Frequent on-site assistance for EVS systems installation and support;
Provide advanced technical and troubleshooting training to the Tier-1 support team and customers.

Profile

Bachelor's Degree in a technical field or equivalent experience;
Good knowledge in:
- Network;
- Linux;
- Windows knowledge required 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.