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Technical Support Engineer I – Interplay

  • Avid Technology, Inc.
  • Manila, Metro Manila, Philippines
  • 28/05/2024
Full time Broadcast Engineering Engineering

Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

RESPONSIBILITIES AND DUTIES

  • Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production.
  • Work within a global support team covering 24x7x365 operations.
  • Able to write effective handoff from shift-to-shift for support issues.
  • Provides proactive patch/upgrade planning including version compatibility.
  • Creates and manages support cases in Avid’s case management system as appropriate.
  • Reproduces and logs bugs as required.
  • Engages additional specialized Avid resources when needed.
  • Follows up on customer issues with appropriate Avid internal groups.
  • Liaises with appropriate Avid management on a periodic basis to ensure visibility.
  • Adheres to Avid’s relevant contractual SLAs (Service Level Agreements).

SKILLS

  • You have a passion for Avid technology and expert knowledge of Avid solutions.
  • You have expert knowledge of post-production workflows.
  • You have experience in the Media Industry (Production and Post-Production)
  • You are a mature technology professional with exemplary judgment and business acumen.
  • You will own customer issues, from start to finish.
  • You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.
  • You are self-starter who is comfortable with taking the initiative.
  • Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.
  • You will rely on your resources and your team and quickly research a response.

QUALIFICATIONS

  • BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing.
  • Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management required.
  • Knowledge of post-production workflows, terminology, and equipment a plus.
  • Broadcasting experience is a plus, but not a requirement.
  • Knowledge about network architecture and troubleshooting required.
  • Knowledge about Windows Server administration and VMWare platform is a plus.
  • Excellent English verbal and written communication skills required; second language is a plus.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Hybrid #L1-CME1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!