Are you a technical professional, based in Sydney with experience in a post-sales, pre-sales support and/or a field engineer role? If so, VITEC would love to hear from you. We are growing in the APAC region, and have an opportunity for a Technical Support Engineer Level 2 to join our team.
VITEC's Technical Support Teams provide global post-sales support to our network of partners (resellers and distributors) and assist our global sales and solutions team with pre-sales technical enquiries.
This is a mid-level technical role within the IPTV and Digital Signage industry and would suit an existing AV / IT support professional looking to grow their skills by joining a market-leading provider.
Based in our North Sydney office and reporting to the APAC Technical Support Manager, this role will provide Post Sales support to our growing Asia-Pacific customer base.
What you'll do:
The position of Technical Support Engineer Level 2 will involve the following on a day-to-day basis:
* Providing email/telephone support to VITEC's partners between 9am to 5.30pm Monday – Friday AEST
* Three-to-four days working from our North Sydney Office, other days can be from home.
* Assisting VITEC's sales team and solutions consultants with pre-sales technical enquiries
* Troubleshooting problems/answering questions related to:
* VITEC's products
* Digital video and broadcast TV, plus Video Walls and Control Room solutions
* IP networking and IP multicast
* Integration with 3rd party products
* Assisting partners and application developers to integrate with VITEC products using VITEC's published APIs.
* Writing knowledgebase articles to share information both internally and externally
* Visit customer sites to install equipment and / or troubleshoot complex issues
* Handle complex tickets which require in-depth technical knowledge and/or investigation
* Handle high priority tickets from sensitive customers
The role will also involve the following on an occasional basis:
* Travel (mainly in ANZ) in order to assist with equipment installation and/or troubleshooting
* Out of hours working. This is for periodic global meetings and training, and may include an on-call roster
About You:
The successful candidate will be a technical professional with some experience of post-sales support, pre-sales support and/or field engineer roles and are looking to advance their career by gaining further experience.
The ideal candidate will meet many of the below criteria:
* Qualification in Computer Science, Engineering, Networking or related field
* Good general skills in computing and technology
* Some knowledge of IP network-based products and IP networking solutions
* Some knowledge of digital audio/video technologies
* Experience using a Trouble Ticket Support System (such as Zendesk or Zoho Desk)
* Skills in software, shell scripting command line experience or web development
* Must have some hands-on experience with a Linux distribution and desire to learn more
In addition, the ideal candidate will have the following attributes:
* Excellent written/verbal communication skills
* Strong, methodical and professional troubleshooting skills
* The ability to work with customers professionally who may be technical or commercial
* The desire and commitment to provide great customer service
* The ability to work independently while also working as part of a wider team
* Logical evaluation of technical problems with a history of sound decision making
* An interest in IP video streaming and digital signage solutions is a must-have.
All candidates must:
* Have a clean criminal history and willing to obtain and submit a national police certificate (NPC) upon a successful application
* Have a valid passport and ability to travel at reasonably short notice
* Be willing to allow reference checks with recent past employers
About VITEC
VITEC is a market-leading provider of IPTV, digital signage and video streaming technologies that help organisations harness the power of video to communicate, educate and entertain. VITEC is a pioneer in the design and manufacture of hardware and software for video encoding, decoding, transcoding, archiving and streaming over IP. Our end-to-end video streaming solutions enable customers to capture TV and video content directly from any source and manage its delivery, as channels or within digital signage screens, to any connected device via an existing network.
From corporate, broadcast and venues, to accommodation, government and military, VITEC has global expertise in delivering complex, proAV solutions. VITEC's award-winning IPTV platform is a powerful suite of services for content management, digital signage, video archiving, and video wall processing. Our encode/decode solutions are 100% hardware based, including PCIe cards with SDK for custom design or OEM for high-performance video systems.
Headquartered in Paris, France, we have a global reach through our offices across the Americas, Europe, Middle East, Africa and Asia Pacific. Making a difference with green initiatives, VITEC is the first Zero Carbon MPEG company and encourages customers to buy GreenPEG for continued environmental efforts to reduce greenhouse gases.
VITEC is an equal opportunity employer, and the only thing that matters to us is your ability to do this role.
To Apply
Please follow the link below to apply.