APAC AV & Software Support Engineer

The Storytelling Company (TSC); Singapore; Presencial; SGD 55.000 - 95.000; Jornada completa

Descripción de la vacante

The Storytelling Company is building its first support team in Asia. We are hiring two Support Engineers in Singapore to provide remote, client-focused support for the hardware and software behind our immersive experiences.

You will handle AV, IT and software issues, work across time zones with Amsterdam and Charlotte, and contribute to knowledge sharing and process improvements in a growing team.

Formación

• 2+ years of experience in technical support, service engineering or AV/IT service delivery.
• Solid understanding of networking (IP addressing, VLANs, PoE, device connectivity).
• Experience troubleshooting in Windows and Linux environments, using tools such as TeamViewer/NinjaOne, resource monitoring and log files.
• Basic knowledge of AV hardware and signal flow and a willingness to learn more.
• Able to read system documentation, as-builts, and network and wiring diagrams.
• Able to troubleshoot together with local AV suppliers in APAC.
• Professional, fluent English, spoken and written.

Responsabilidades

• Provide hands-on remote support for AV, IT and software issues, resolving tickets within agreed SLAs.
• Support our software and content platform, including installation, configuration and troubleshooting on client systems.
• Troubleshoot across hardware, software, control systems and networks, and escalate with clear notes when needed.
• Respond to monitoring alerts and follow up before they become client issues.
• Carry out software updates, patches and configuration changes within agreed change processes.
• Pick up overnight cases from Charlotte at the start of your shift, and hand over to Amsterdam with clear status, next steps and evidence.
• Document fixes, configurations and recurring issues in our knowledge base.
• Keep clients informed with clear, professional communication.
• Lead complex incidents as APAC escalation point, monitor queues, and ensure SLAs are met.
• Lead client conversations during high-impact incidents.
• Find root causes of recurring issues and drive improvements to support processes and playbooks.

Conocimientos

Networking basics

Windows & Linux

AV/IT service

Documentation

English fluency

Herramientas

TeamViewer

NinjaOne

JIRA

Descripción del empleo

The Storytelling Company is building its first support team in Asia. We are hiring two Support Engineers in Singapore to provide remote, client-focused support for the hardware and software behind our immersive experiences.

You will handle AV, IT and software issues, work across time zones with Amsterdam and Charlotte, and contribute to knowledge sharing and process improvements in a growing team.