NOC Engineer

Grass Valley Canada; Kuala Lumpur; On-site; MYR 55,000 - 90,000; Full time

Job summary

Grass Valley is seeking a proactive NOC Engineer to deliver remote and on-site technical support for Grass Valley technologies across the customer lifecycle.

You will monitor SaaS platforms, handle case queues, troubleshoot issues, and collaborate with SMEs to resolve incidents while engaging customers worldwide. Strong English communication and Linux/Windows skills are essential.

Qualifications

• Bachelor's or Diploma in Computer Science, IT, Engineering or Broadcast.
• Willingness to provide technical support to global customers via phone/email/portal.
• Knowledge of Linux or Windows administration.
• Basic familiarity with cloud monitoring tools like Grafana and Kibana.
• Basic AWS experience especially EC2, S3, IAM.
• Able to work on a 24x7 shift schedule.
• Experience with Salesforce, Jira, Slack is a plus.
• Fluent in spoken and written English.

Responsibilities

• Act as primary contact and deliver remote/phone/email technical support to customers.
• Monitor Grass Valley SaaS platforms and case queues.
• Resolve open customer issues and document troubleshooting steps.
• Escalate difficult issues to SMEs and maintain knowledge base articles.
• Onboard new AMPP cloud/on-premise customers and participate in regression testing.
• Ensure customers have access to the Customer Portal and follow up on cases.

Skills

Linux Admin

Windows Admin

AWS Cloud

Grafana Kibana

English Fluent

Customer Support

Shift Work

Education

Degree/Diploma in CS/IT/Engineering/Broadcast

Tools

SalesForce.com

JIRA Service Management

Slack

Job description

The Opportunity

Our Network Operation Center (NOC) Engineers help customers succeed in implementing and operating Grass Valley technologies throughout its entire lifecycle. Our team of specialists use their knowledge of applications and customer workflows to ensure successful deployment and 24x7 operation.

You are a highly motivated technologist who will stay abreast of evolving technology and market trends in fast paced new media industries whilst also supporting traditional broadcast customers and workflows. You will partner with Subject Matter Experts in the delivery of the technology and the successful onboarding of customers. Your ability to rapidly troubleshoot operational and technical problems is what you do best. Making customer success a reality is our everyday, our teams deliver for our customers and that is why our customers choose Grass Valley.

Primary Function

The Primary function of the NOC Engineer is to deliver technical support to our valued customers globally. The NOC is the first point of contact, within the Delivery & Support team, for our customers when they require support, whether it be via the customer portal, phone or email.

The NOC Engineer must be capable of developing a detailed understanding of the GV Deployed equipment and cloud based technologies, including AWS, to allow them to do initial triage and where possible, follow through to case resolution.

Your responsibilities will include:

• Act as primary contact, deliver remote/email/phone technical support to customers (Internal and External).
• Continuous monitoring of the Grass Valley SaaS platforms.
• Monitor incoming case queues and respond to incoming support tickets.
• Actively work on resolving open/active customer issues.
• Document troubleshooting progress in case comments.
• Properly document encountered problems and their solutions.
• Regular follow up with customers on all open/pending cases.
• Process Advanced Service Replacement (ASR) exchange requests, including creation of Logistics Cases.
• Escalate difficult technical issues to relevant Subject Matter Expert (SME) in the field.
• Creation and maintenance of Knowledge Based Articles.
• Onboard new AMPP (cloud-native platform) customers and on-prem and off-prem equipment.
• Participate in regression testing to ensure service readiness of new software/applications.
• Be able to interact with customers from all over the world.
• Ensure contract customers are accessible to Customer Portal.
• Work on a 24/7 shift pattern.

What you have to offer:

• Degree/Diploma in Computer Science, Information Technology, Computer Engineering or Broadcast.
• Self-starter with a strong initiative for success.
• Able to provide technical support to customers and colleagues globally via phone/email/portal.
• Knowledge/experience in Linux or Windows administration.
• Basic experience with cloud monitoring tools such as Grafana and Kibana will be desirable.
• Basic AWS experience especially with EC2s, AMIs, S3 Storage and IAM Roles would be desirable.
• Able to work on shift (we are operating on 24hrs/7days). Rest days do not necessarily fall on weekend or public holidays.
• Experience with SalesForce.com, JIRA Service Management and Slack will be advantageous.
• Fluent in oral and written English.
• Fresh graduates with IT/DevOps/Broadcast aptitude are welcomed to apply. Please attach your academic transcript to your applications.