Provides first-line technical support for AAM customers and partners across the United States, Latin America, and other territories. Responsibilities include customer communication, ticket ownership in Halo and JIRA, troubleshooting software, networks, hardware, and playback logs, remote issue resolution, escalation management, knowledge base development, ITIL-based problem and change management, customer data maintenance, and onboarding sites to cloud software products.
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.
- 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
- 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
- Monitoring of playback log collection.
- Update and management of customer data in company database.
- Onboarding customer sites to AAM cloud software products.
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