Lead Technical Support Advisor

Greetings from Synamedia!!!!

About the Job Lead Technical Customer Support Advisor

Role Description

Synamedia is looking for a Technical Customer Support Engineer who is interested in joining our Synamedia Video Network Technical Services Team.

We invite you to join some of the industry's brightest minds in developing, deploying and supporting todays most advanced video technologies. In this job role, you will be a part of our Video Network team supporting a range of products that are critical in the Service Provider market. You will have the opportunity to develop strong technology skills in areas including Digital Video, SW Applications and Data-Networking. You must be willing to learn, adapt, and embrace lots of change in this rapidly evolving market. We are looking for a candidate who can show aptitude and appetite for learning new technologies, applying this to solve customer issues remotely and drive customer satisfaction.

This position is for a technical support engineer in Bangalore. The primary responsibility is to handle emergencies/outages, provide technical support to our customer across the globe by troubleshooting the issues, providing the root cause analysis, escalating the request/issue to next level to ensure that issues are mitigated and resolved with utmost priority while handling the support tickets.

This role requires strong communication skills where the engineer is required to interact with the customer and various teams in Synamedia.

We are looking for a highly motivated self-starter who has a robust appetite for learning, collaborating, and supporting solutions for our customers. As such, strong communication and documentation skills are vital, in addition to a passion for delivering high-quality products.

Responsibilities

• Working in a highly collaborative environment as part of a worldwide team
• Work in rotational shifts
• Troubleshooting live environment issues, customer installs and upgrades
• Liaising with engineering when identified bugs or feature deficits
• Assisting in the ongoing deployment and maintenance of internal test environments
• Occasional travel to customer sites may be required
• Forward Tickets to Engineering Team that cannot be addressed at Support Level
• Monitoring the SLA associated with Ticket.
• Work as a team member, providing support to colleagues as and when required.
• Command and control during High Priority Events.

Personal Attributes

• 5+ Years Digital Video experience
• 5+ Years of Unix/Linux experience
• 3+ Years of Networking experience
• 3+ Years of Scripting
• Strong analytical and troubleshooting skills
• Good exposure to incident management tools like Service Now

Product Skills and Experience

• Synamedia DCM / vDCM
• Synamedia VSM
• Synamedia D9036 Encoder
• Synamedia D98xx IRDs
• Multiplexer, Encoder, Decoder, Scrambler, Packager
• Synamedia MEG
• Synamedia PowerVu / PNC / vPNC / PCAM
• Synamedia VDS-TV
• Synamedia OMD
• Cisco UCS
• Cisco Switching & Routing
• ASI/SDI Routing (Multiple Vendors)
• DVB-S/C/T Modulation

Soft Skills:

• Good written and spoken communications skills
• Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
• Excellent written and verbal communication skills (essential)
• Flexible: able to adapt to a changing environment (essential)
• Able to take initiative and drive change (essential)
• Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
• Capacity and passion to help customers. Good customer engagement (essential)

Education:

• BS in Computer Engineering, IT, Computer Science, or equivalent experience (Essential)
• Other relevant technical certification (advantageous)