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Customer Support Engineer
4 months ago
Ready to take the next steps in your media career with a leading provider of high-performance network storage solutions? You’ll play a key role in delivering enterprise-level technical support to a range of industry customers.
What you’ll be doing:
- Provide 1st-2nd Line technical support to customers in line with SLAs and KPIs.
- Monitor ticket queues and escalate issues to senior members of the team as necessary
- Perform BAU troubleshooting support and maintenance remotely and guide customers through steps to resolve issues via phone and email.
- Take ownership and prioritise workloads to ensure customers are kept up to date with the status of their cases.
What you’ll bring to the role:
- Experience in customer-facing technical roles within broadcast, media, or post-production.
- Strong ability to empathise and build relationships with customers.
- Good knowledge in IT with familiarity with Networking and troubleshooting media storage or archival solutions is ideal.
- Excellent verbal and written communication skills, with the ability to resolve complex problems
- Familiarity with remote desktop tools and helpdesk software, eg. TeamViewer and Zendesk.
Schedule: 8 hour shifts – Monday to Friday with weekend rota.