Technical Support Engineer
Harmonic
Alicante, Spain
hace 2 días

Description

Harmonic (NASDAQ : HLIT), is leading the innovation of technology for video delivery and cable access networks. We strive to help our customers deliver exceptional viewing experiences worldwide.

The company was created in Silicon Valley 25 years ago and has been expanding ever since. With offices in over 110 countries, we are able to recruit the best talent to create tomorrow’s video and cable access solutions, today.

We offer a flexible and fulfilling work environment with the ability to help our employees learn, grow and evolve throughout their career.

More information is available at www.harmonicinc.com.

We are looking for our new Technical Support Engineer !

Department

24 x 7 Technical Assistance Center within the Worldwide Services organization

Locations : Alicante, Spain

Requirements

Requires an AS degree or equivalent with a minimum of 3(+) years of technical support experience in high-technology companies, preferably within Playout and Transmission, Network, Storage and or Digital Video / Broadcast industries.

Position Description

  • Work as a member of the 24x7 Technical Assistance Center supporting our global customers.
  • Provide telephone and email support assisting customers with resolving complex hardware and software problems.
  • Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
  • Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
  • Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution.
  • Be courteous and professional.

  • Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.
  • Authorizes product returns (RMA’s) through established company policy and guidelines.
  • Skills and Experience

    As an individual in this position, you must have the ability to communicate effectively, both written and oral with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level.

    You must be self motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manor.

    You must be able to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes.

    Your ability to work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental.

    The candidate must have the following :

  • Demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone, email and remote access.
  • Content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
  • Working knowledge and experience with the following technologies is required :
  • Networking - Ethernet, routers, switches, hubs, TCP / IP, CIFS, and NFS.
  • Operating system Linux & Unix, with Windows Active Directory.
  • Audio / video compression formats - MPEG-2 / MPEG-4 H.264 / AVC a plus / DVB.
  • Storage - NAS, SAN, Fiber Channel, RAID groups, and volumes.
  • A working knowledge and / or experience with some of the following technologies are a major plus :

  • Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.)
  • Real Time Encoders, Multiplexers, and EdgeQAM.
  • Digital video manipulation techniques such as Rate Shaping, Transcoding and Digital Program Insertion (DPI) are pluses.
  • Abode Flash, graphic experience
  • Edit Suites (Apple FCP, Avid Digital Suites).
  • Automation Systems (Harris, Pebble beach, SAM Snell)
  • Video Servers (Omneon, Grass Valley, Leitch, Pinnacle)
  • Work hours

    40 Hours per week. May be required to work shifts which include national, regional and local holidays, weekends and nights.

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