Our client is a highly innovative technology business with offices locally, in London and internationally (Canada, USA and Australia). They design, develop and deliver the technology for shared VR experience to many of the world’s leading brands. They are now looking for a Systems Engineer to join their team in their Craven Arms offices in Shropshire.
The role of the Systems Engineer can be divided into 3 main responsibilities
Customer Support includes the logging and resolution or escalation of support tickets to the satisfaction of the customer, either internal or external. It also includes the provision of services to ensure that the user experience is repeatable, documented and conforms to the standards expected.
Content Services allow the customer to get the most out of the products or services. It includes assistance in the content creation process, content scrutineering and paid content development services where applicable.
Product Development is the process of improving the underlying hardware that the software suite runs on to allow it to perform in a repeatable, cost effective fashion.
Responsibilities and Duties:
Work together in a worldwide team to ensure that all calls and tickets are dealt with within SLA terms
Escalate problems internally to ensure fault resolution
Liaise with third party suppliers to ensure all customer faults are resolved
Perform Media Server Maintenance (including imaging) and Inventory Management to ensure production readiness for fault free performance
Provide on site support for internal/external clients where production staff require additional technical expertise
Create customer training documentation & deliver training
Test pre-release software
Test and evaluate content to be played out on media servers and report findings back in video format to clients
Assist in the production of content creation guides where custom installs require it.
Research new technologies to ensure our product offerings are cost effective and performant
Design, document and deliver cost effective, bespoke solutions from technical pre-sales through to production
Reduce Product Support Costs of standard products
Other duties as required
Provide assistance to project managers in the delivery of client installations
Provide change control to the procurement teams with respect to production Bills of Materials for technology
Live Event Support
Educated to Advanced Level and/or professional experience in a similar IT role.
Microsoft Operating Systems
Cloud Operations (MS/Google)
Active Directory Environments
Project Management Methodologies
Multi Monitor support
Understanding of Projection Technologies
Experience in working in beta software environments
Customer service representatives must be accessible, knowledgeable and courteous. They require excellent listening skills and a willingness to compromise to reach a resolution. Training in conflict resolution can be very beneficial in fostering those skills. Strong speaking skills are another important attribute of a successful customer service representative. For phone staff, this means speaking clearly and slowly while maintaining a calm demeanour, even if the customer becomes upset. Willingness to be self supporting and find solutions in client facing, faced paced environments.
Certifications: Microsoft Certified preferred
Licenses: Full Clean Driving Licence Preferred
Physical abilities: Must be able to work at height
This role requires travel away from the local office to a range of events and productions both in UK and internationally for approximately 25% - 30% of working time.
Salary offered is between £22K and £28K depending on experience. You will be given a company laptop and phone. Free on-site parking and contributory pension scheme.
LocationCraven Arms, Shropshire
Salary£22,000 - £28,000 p/a
9 - 5.30 Mon - Fri
How to applyPlease Contact Julia Hughes - Senior Recruitment Consultant
01584 877 677
Contact NameJulia Hughes