Technical Support Engineer

Grass Valley is looking for a Technical Support/Field Service Engineer who is an independent self-starter, who seeks and accepts responsibility, but can also work in a team environment. The company expects attention to work, personal accountability of time and attendance, and a willingness to go the extra mile when needed ensuring a positive customer experience. The company encourages people who are creative, self-motivated, solution orientated, and flexible in their approach or work.
This position entails an interesting and varied role helping to support a wide range of broadcast digital video solutions and equipment, including everything from simple Digital Video Servers and desktop editors to complete media asset management systems networked across multiple sites and locations. We pride ourselves on our level of customer service and the successful candidate will be expected to act on his/her own initiative liaising with other departments where necessary to close issues. Product training will be given.
Responsibilities
The Technical Customer Support Engineer/Field Service Engineer performs technical support and Field Service on-site installation and break-fix activities for Grass Valley customers within the region. Duties include, but are not limited to:

• Deliver technical support to Grass Valley’s customers in the region via telephone and through remote access tools
• Travel to customer facilities to perform professional services, including product commissioning, solution implementation, training, system maintenance, and problem troubleshooting.
• Use of Grass Valley’s internal CRM system to log technical cases, escalate cases as necessary, and document case resolution
• Use of independent, professional judgment to avoid errors that would impact customer operations
• Review new product releases to maintain an expert level of product knowledge
• Work cross functionally to resolve performance issues and defects within Grass Valley hardware and software products. Such resolution routinely requires analysis of complex systems and customer use cases, which in some instances may require escalation and coordination with other groups within Grass Valley.
• Test hardware and software to duplicate customer issues and determine the root cause of reported issues.
• Take ownership of reported issues and ensures a quick and effective resolution for our customers.
• Contribute to and utilize Knowledge Management maintenance/creation
• Participate in the ON-CALL Rotation within assigned product group.

Requirements

The ideal candidate will meet the following competencies/qualifications:

• Bachelors or technical college degree in Electrical Engineering or Computer Engineering is preferred; equivalent work experience may be acceptable with a minimum of 5 years of experience
• Experience working in broadcast or IT environment
• Advanced Computer and Networking skills and certification such as CCNA, including but not limited to knowledge of Active Directory, Domains, VLAN, FTP, HTTPS, SNMP, TCP/IP, firewall, and multicasting.
• Working knowledge of VMWare and virtualized server environments
• Experience with products that transport, store and play out audio and video content, with a strong emphasis on file-based workflows.
• Working knowledge and/or experience with video compression formats
• Working knowledge of/experience with disc storage, including SAN, SCSI/iSCSI, Fiber Channel, and RAID technologies.
• Working knowledge of 3rd party broadcast automation systems, tape archive systems, and non-linear editing software.
• Written and oral fluency in English is essential. Spanish or Portuguese fluency is a plus.
• Flexibility to easily adapt to customer needs including travel or adaptation to schedule changes.
• Excellent analytical skills including the ability to clearly document and analyze customer issues.
• Self-motivated and independent requiring minimum supervision.
• Ability to deal with demanding customers in live broadcast environments.
• Ability to develop and manage customer relationships, ability to maintain maximum effectiveness under minimal supervision, and ability to communicate effectively in a professional business setting.

Job Type: Full-time

Salary: $100,000.00 /year

Job Location:

• New York, NY

Required education:

• Bachelor’s