Support Engineer (Remote friendly)

Overview

Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

A Bit About The Role

• Respond to telephone calls and email requests from clients
• Log details of service request into customer service systems
• Investigate and replicate service requests raised
• Use remote access software to diagnose faults, change configurations and update software
• Provide regular updates to clients on faults and other service requests
• Take ownership of service request through to client delivery
• Travel on-site to assist clients in their use of Imagine Communications products
• Participate on the on-call rotation
• Respond to clients in accordance with the terms of their contractual Service Level Agreements
• Write online searchable knowledge documents as problems are resolved. The goal of such documents is to allow other users and lesser trained staff to independently resolve similar issues reported in the future.
• Produce, check, and issue support reports for clients within agreed timescales
• Undertake training of internal and external clients in the use of Imagine Communications products

About You

• Associate degree in technology (Computer Science, Electrical Engineering)
• Three-year experience working in a client-facing environment
• User experience of Imagine Communications Video Servers, Automation and Digital Asset Management products desirable
• Cloud experience desirable
• Strong interpersonal and client-facing communication skills
• Excellent analytical and problem-solving skills
• Ability to work accurately under pressure whilst remaining attentive to detail
• Ability to work with minimal supervision
• Experience of using MS office products and CRM, support issue tracking software packages
• Application Support Experience
• .NET Visual basic programming knowledge desirable

Celebrating difference, together stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.