It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
RESPONSIBILITIES AND DUTIES
- Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production.
- Work within a global support team covering 24x7x365 operations.
- Able to write effective handoff from shift-to-shift for support issues.
- Provides proactive patch/upgrade planning including version compatibility.
- Creates and manages support cases in Avid’s case management system as appropriate.
- Reproduces and logs bugs as required.
- Engages additional specialized Avid resources when needed.
- Follows up on customer issues with appropriate Avid internal groups.
- Liaises with appropriate Avid management on a periodic basis to ensure visibility.
- Adheres to Avid’s relevant contractual SLAs (Service Level Agreements).
SKILLS
- You have a passion for Avid technology and expert knowledge of Avid solutions.
- You have expert knowledge of post-production workflows.
- You have experience in the Media Industry (Production and Post-Production)
- You are a mature technology professional with exemplary judgment and business acumen.
- You will own customer issues, from start to finish.
- You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.
- You are self-starter who is comfortable with taking the initiative.
- Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.
- You will rely on your resources and your team and quickly research a response.
QUALIFICATIONS
- BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing.
- Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management required.
- Knowledge of post-production workflows, terminology, and equipment a plus.
- Broadcasting experience is a plus, but not a requirement.
- Knowledge about network architecture and troubleshooting required.
- Knowledge about Windows Server administration and VMWare platform is a plus.
- Excellent English verbal and written communication skills required; second language is a plus.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#LI-Hybrid #L1-CME1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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