Technical Support Engineer (Granada, Spain) Do you have an interest in both video and computer technologies? Streambox manufactures and markets a line of powerful standard definition and high definition video over IP encoders and decoders using a proprietary video compression codec. Customers include television broadcasters, satellite service providers, government agencies, and enterprises worldwide such as CNN, FOX, Sky, Bloomberg, Comcast, and many others. Streambox is looking for an experienced Technical Support Engineer to provide technical support, training, consulting, troubleshooting and repairs for our customers. Responsibilities: Efficient and effective Tier 1 and 2 support for customer via phone, emails, text, etc. during business hours. Troubleshoot and document Incidents. Bring Incidents to resolution or provide a work-around and escalate to appropriate entities. Diagnose and troubleshoot broadcast portable devices, server, video device hardware and software. Proactively engage existing customers to prevent incidents with Streambox products and services including patching, identification of issues and the application of workarounds. Coordinate with existing customer on patches, upgrades, bug fixes, etc. Participate and coordinate knowledge transfer with other regions including corporate headquarters. Customer training on products and service and well as product demonstrations (done remotely or on site). Diagnose, troubleshoot, and repair server and mobile device hardware and software including portable broadcast video equipment. Write basic documentation including instructions and procedures. Working Conditions: Some travel domestic and international Rotating on-call duties (after hours) Interaction with customers in many countries requiring cultural sensitivity and awareness. Coordination with multiple regions and timezones. Hours 0800-1700 M-F Position is based in Granada, Spain at EMEA Headquarter. Required Skills/Attributes: Demonstrated fluency in English, verbal and written. Easily understandable by non-native English speakers. Excellent customer service skills. Associate or Bachelor's degree Excellent troubleshooting and problem resolution skills Ability to effectively and efficiently organize and prioritize multiple tasks Ability to assemble and configure a PC using multiple architectures Ability to diagnose hardware and driver problems in Windows / OSX / Linux platforms. Minimum 2 year experience supporting and troubleshooting IP networks including LAN/WAN/Wireless technologies. Minimum Associate or Bachelor’s degree preferably in Broadcast/Telecommunications. Preferred Skills: Experience in network troubleshooting including routers and firewalls. Minimum 1 year experience in a help desk or customer support position. Experience in networking standards and theory. Experience with video standards, broadcast industries, and cloud based systems. Experience with Salesforce CRM. Network+ / A+ / Cisco certifications. Experience in broadcast or telecommunications industry. This is a full time position with employer paid benefits. We are an equal opportunity employer. This position is located at offices in Granada, Spain; we do not pay relocation costs. To apply, reply to the following email address with attached resume in MS Word or PDF. jobs@streambox.com Please do not apply if you do not meet the above requirements
Demonstrated fluency in English, verbal and written. Easily understandable by non-native English speakers. Excellent customer service skills. Associate or Bachelor's degree Excellent troubleshooting and problem resolution skills Ability to effectively and efficiently organize and prioritize multiple tasks Ability to assemble and configure a PC using multiple architectures Ability to diagnose hardware and driver problems in Windows / OSX / Linux platforms. Minimum 2 year experience supporting and troubleshooting IP networks including LAN/WAN/Wireless technologies. Minimum Associate or Bachelor’s degree preferably in Broadcast/Telecommunications.