Broadcast System Engineer

EVS Broadcast Equipment SA; Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Job summary

A leading broadcast equipment firm in Singapore is looking for a System Engineer to provide technical support for broadcast systems. The role involves incident management, customer communication, and hands-on system installations. Candidates should have a degree in a related field and experience in technical support. This position offers a competitive salary, flexible working arrangements, and opportunities for professional development in a dynamic team setting.

Benefits

Competitive salary

Wellness and healthcare benefits

Flexible schedules

Opportunities for internal mobility

Qualifications

• Experience in Technical Support, Field Service, or Help Desk is highly desirable.
• Knowledge of broadcast production technologies (like SMPTE-2022, ST-2110).
• Strong troubleshooting skills for complex technical incidents.

Responsibilities

• Handle the intake and prioritization of incidents based on customer context.
• Manage customer expectations throughout the support delivery process.
• Collaborate with Project Management to facilitate project implementation.

Skills

Problem-solving skills

Technical support experience

Customer service skills

Analytical mindset

Education

Degree in TV Production, Computer Science, IT Networking or related field

Tools

Windows Server

Linux

Networking certifications (Cisco, Arista)

Job description

The System Engineer assists and supports a wide range of IT-based broadcast systems, ranging from EVS core video servers to user interfaces and media contribution systems. EVS prides itself on its level of customer support and the System Engineer will be expected to provide technical assistance for customer service requests, including Customer Incidents, Change Requests, Product Change Requests, Repair Requests, and Requests for Information, while acting in a multi-role capacity covering project deliveryinstallations and commissioning. This involves expertise, guidance, issue management, and taking full ownership of correct priority assignation, local response times, and issue restoration to meet service level commitments and enhance customer satisfaction.This role is a customer-facing position that will directly convey the EVS messageto our customersand the EVS Product families.

Job Description

• Handle the intake and prioritization of incidents based on local context and customer knowledge, and submit customer incidents, change requests, product change requests, repair requests, and information requests through the support system.
• Manage customer expectations throughout the support service delivery process byManaging the assignment,investigation, diagnosis, restoration, follow-up of the resolution, andtrigger escalations from Local Support to Global Support when needed.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Provide technical assistance, expertise, advice, and management of requests through various channels including the customer support portal, phone, email, and on-site assistance.
• Work across the entire range of EVS products, with a deeper technical knowledge on assigned products or product families.
• Configure and install products, systems, solutions, and equipment for demonstrations, training, and support purposes as needed.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
• Collaborate with Project Management to facilitate project implementation.
• Provide coaching, assistance and training to colleagues and customers on EVS product families, systems, and applications.
• Conduct on-site support and installation of systems.
• Troubleshoot and reproduce problems and define workarounds.
• Work with the Tier-2 and Tier-3 support teams on the more complex issues.
• Develop and maintain technical documentation in relevant systemsaccording to the EVS support standards and guidelinesand ensure timely reporting on service levels.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Adhere to defined processes and procedures.
• Participate in the On-Call system for 24/7 customer support hotline.

Profile

• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Good knowledge of IP computer Networking. Network certifications (Cisco, Arista etc) would be a plus.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.
• Team player, motivated, proactive and accountable.
• An Analytical and problem-solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills and the ability to manage complex technical incidents.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Excellent customer service skills addressing the needs of both external and internal customers with strong communication and interpersonal skills.
• Flexible and willing to travel occasionally, able to manage himself/herself under pressure.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.

Languages :

• English (verbal & written communication skills are mandatory)
• Knowledge of other languages is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.