Technical Support Engineer

Salary: £26,000 - £30,000 depending on experience

Arts Alliance Media is seeking a Technical Support Engineer to join their team.

Company Overview

Arts Alliance Media, based in London with offices in Amsterdam, and Guangzhou China, is a pioneer in digital cinema software solutions. Offering market leading Theatre Management Systems, Advert Campaign Management, all in one cloud-based NOC solutions, and Centralised Content Management.

Currently AAM has over 40,000 cinema screens using their solutions in multiple territories across the globe, with this number set to dramatically increase in the immediate future.

Description

This role ensures Arts Alliance Media offers the highest level of technical support for AAM products both hardware and software. Working within the Technical Service Department, you are the first point of contact for all customer support needs. The role requires some level of customer service experience, with strong communication skills both written and spoken. In addition, you will also need strong technical ability, as the core focus of your responsibilities involves the diagnosis and fixing of customer technical issues.

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.

Ticket Management

• Raising and managing support cases in the OTRS and JIRA ticketing systems. Ensuring the correct classification and data is associated to each ticket.
• 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

Technical Support

• 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 to Release Manager.
• Raising RMAs with third party vendors.
• Production of knowledge base articles on confluence system.
• Problem Management, Trend Analysis and Change Management as per ITIL

Data Integrity

• Monitoring of playback log collection.
• Update and management of customer data in company database.
• Onboarding customer sites to AAM cloud software products.
• Identification of film playbacks in cinemas, allowing for financial invoice.
• Creation and management of metadata allowing cinema adverts to be correctly delivered to sites.

Requirements

Experience

• (Preferred) 12 months experience in a Support environment.
• (Preferred) worked in Level 2 (Fault Diagnosis) or Level 3 (Technical Support) functions.
• IP networking knowledge: IP Addressing, Routing, Switching, Cisco etc.
• IT knowledge: RAID Servers, Linux Operating Systems, Storage Area Networks, PC, Laptops, Windows Servers, SaaS, AWS.
• Qualified in an IT related Degree or equivalent vocational experience.
• Special consideration given for cinema technical/projection experience, particularly at a Projection Manager or Field Engineer level.

Attributes

• Excellent written and spoken English.
• Highly focused customer support mindset.
• A problem solver who can think ‘outside-the-box’ to find ways around issues and solve problems.
• High level of ownership and tenacity with a can-do attitude.
• Excellent technical documentation skills.
• Structured worker who can document and continually improve internal systems and processes.
• Comfortable with learning new technologies (Digital Cinema).
• Happy to change work hours as business needs evolve.
• Comfortable working in a small start-up like environment.

Training

AAM recognise that it is unlikely that applicants for this role will have the required Digital Cinema technical knowledge and as such successful applicants will be put through an extensive induction program which will involve in-depth technical training.

We are willing to entertain University graduates who lack the vocational experience if they display sufficient technical understanding and knowledge.

To apply

Please send a CV and cover letter to Michael Wojtus: mike.wojtus@artsalliancemedia.com

The closing date for this position is 30/09/2021 at 23:59