Technical Support Engineer

hace 1 semana

Alicante, España Harmonic Inc. A tiempo completo

We are looking for our new **Technical Support Engineer**

**Department**
24 x 7 Technical Assistance Center within the Worldwide Services organization

**Location**: Alicante, ES

**Requirements**:
A university technology degree or equivalent years of technical support experience in high-technology companies, preferably within Playout and Transmission, Network, Storage and or Digital Video/Broadcast industries.

**Position Description**
- Work as a member of the 24x7 Technical Assistance Center supporting our global customers.
- Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
- Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
- Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution. Be courteous and professional.
- Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.
- Authorizes product returns (RMA’s) through established company policy and guidelines.

**Skills and Experience**
- Content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
- Working knowledge and experience with the following technologies is required:

- Networking - Ethernet, routers, switches, hubs, TCP/IP, CIFS, and NFS.
- Operating system - Linux & Unix, with Windows Active Directory.
- Audio/video compression formats - MPEG-2/MPEG-4 H.264/AVC a plus /DVB.

A working knowledge and/or experience with some of the following technologies are a major plus:

- Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.).
- Real Time Encoders, Multiplexers.
- Digital video manipulation techniques such as Rate Shaping, Transcoding and Digital Program Insertion (DPI) are pluses.
- CAS - Conditional Access Systems.
- Abode Flash, graphic experience.
- Edit Suites (Apple FCP, Avid Digital Suites).
- Automation Systems (Harris, Pebble beach, SAM - Snell).
- Video Servers (Omneon, Grass Valley, Leitch, Pinnacle).

**Work hours**
40 hours per week. May be required to work shifts which include national, regional and local holidays, weekends and nights.

All details must be provided in English.

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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