Technical Support Engineer

RemoteRemoteFull-time

AI Summary

Provides first-line technical support to AAM cinema customers and partners across the US and Latin America, diagnosing product faults, managing tickets in Halo and JIRA, and escalating issues to engineering. Requires strong written and verbal communication and cinema industry experience.

About this role

Technical Support Engineer

This role has been created to support our products mainly within the United States and Latin America but will also contribute to supporting products and projects in other territories. The position sits within a team based in the USA under the Technical Operations Department and reports to a local Technical Support Manager.

This role requires a high level of communications skills both verbal and written as there will be daily AAM customer and partner interaction.

Experience of working within the Cinema Industry is required along with good technical background on TCP-IP, FTP, SNMP, remote access tools, Windows and Linux operating system administration and a reasonable understanding of Computer hardware configuration.

The Technical Support Engineer has several key responsibilities internal to the company. Often working with other departments and liaising with AAM support partners. You will need to be flexible in your approach, able to prioritise work by impact and criticality to customer, as well as efficiently managing your time throughout the day.

Job Role:

Customer Communication

First point of contact for AAM customers to report technical issues, request software licenses and seeking general support.
Information gathering from customers about their support request and technical needs.
Able to communicate with customers of differing technical ability and seniority.
Ability to guide the customer to their solution using both written and spoken communication. Email is the primary form of communication but must be comfortable speaking to customers via phone and video calls.

Ticket Management

Raising and managing support cases in the Halo and JIRA ticketing systems. Ensuring the correct classification and data is associated to each ticket. Where resolutions cannot be made without further observations then escalate the issue accordingly to development / engineering / product / IT as needed
Prioritisation of tickets based on importance, criticality, and impact to customers.
Working on and resolving tickets within predefined service level deadlines.
End-to-end trouble ticket ownership, progression, and resolution, irrespective of where this ticket goes within AAM

Technical Support

Fault diagnosis of AAM products and attempted fix, either through communication with customer or direct intervention via remote tools.
Fault log interrogation.
Basic/Intermediate network fault finding for site connectivity as well as internal networks.
Software bug reporting via internal escalation.
Production of knowledge base articles on confluence system.
Problem Management, Trend Analysis and Change Management as per ITIL

Data Integrity

Monitoring of playback log collection.
Update and management of customer data in company database.
Onboarding customer sites to AAM cloud software products.

Skills

Computer Hardware ConfigurationConfluenceFault Log AnalysisFTPHaloITILJiraKnowledge Base AuthoringLinux AdministrationNetwork Fault FindingRemote Access ToolsSNMPTCP-IPWindows Administration

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