Our client an international media organization is currently seeking a Technical Support Engineer in Dubai to provide best-in-class Service and Support for our customers, distribution partners and internal customers. The successful applicant will be responsible for fielding 2nd level support calls across Media's distribution systems and content products covering broadcast video, pictures, graphics and news content. The role requires great communication skills, proven technical and troubleshooting skills to ensure that problems and opportunities are dealt with quickly and effectively, in addition to a collaborative and pro-active approach and a keen interest in learning new technologies. In Media we view service at the heart of our business. We are re-engineering our service organization to deliver a best-in-class experience for our customers – from initial installation to on-going support. In short – we see service as a competitive weapon – not an add-on to our core business. This is a Contract Staffing role under Manpower for an initial period of 12 months and renewable depending on your performance and business needs Essential Responsibilities Provide engineering expertise on Media products, applications and entire distribution portfolio. Provide second level support for problem resolution, including reproduction of customer issues. Perform customer site break fix activities remotely, or despatch to site when required, using global consistent methodologies and tools. Escalate major, elusive or recurrent issues that affect customer satisfaction. Manage migration activities for legacy products Provide support for alpha and beta programs. Provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers. Maintain awareness of relevant technical and product trends through self-learningstudy, training classes and job shadowing. Provide feedback to development and qualification teams. Provide technical training to both front line support teams and 3rd party engineers. Provide pre-sales consultancy for Sales teams as required, including customer demonstrations, and advice on functionality and integration aspects of the product suite. Work as part of the project implementation team to integrate company's products at customer site as required, along with technology training to customers as needed.Professional Experience Strong experience in a technical customer support or systems engineeringintegration role. Experience working with a suite of the company’s products and the underlying technologies, components, and infrastructure, and supporting andor integrating them. Strong experience performing root cause analysis in a customer support environment. Experience performing escalations and follow up to incident resolution.
||Dubai, United Arab Emirates
||Arts/Entertainment/and Media; Engineering
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