IT/Broadcast 2nd level support engineer - Los Angeles

Founded in 1990, Dalet is a leading developer of software solutions that facilitate the production and management of audio and video assets for broadcast operations. Dalet customers include Radio and TV broadcasters, educational organizations, parliaments and courts of justice. Operating worldwide, Dalet solutions are used in over 60 countries by 1,700 customers.

In order to sustain its constant growth, Dalet is looking for a Support engineer.

Main Role:

•This position consists, as the primary technical point of contact for a Dalet customer's, in troubleshooting advanced media broadcasting software and working with audio, video, or network engineers or other broadcast software specialists. Although you will work primarily with the customer's Dalet administrators, you will have occasional end-user contact, with on-air radio or television staff, journalists, etc. You will be part of a WW support team, with support staff located in 3 regions: APAC, EMEA, and AMERICAS. You will work under the coordination of the customer's Technical Account Manager

 

Profile:

•You should be extremely comfortable with Windows operating systems and capable of dealing with high-level technicians in need of assistance. You should have a Bachelor's degree or higher and computer experience. However, 5 years minimum experience working in a software-support position is acceptable in place of the education level.

•Good Windows experience is a must. Broadcast experience is a plus but not mandatory and specific knowledge about broadcast software is not a requirement. You will have opportunities to receive training as part of the job.

•This is a great opportunity for someone wanting to expand their computer knowledge. You will have the opportunity to learn extremely diverse sets of software, both specialized broadcast software and a wide range of standard Windows software.

Support delivery:

•The work will be done at customer's premises, and also via phone, e-mail, or through remote connection software,

•Working hours are defined as per the support location, and working days are Monday through Friday. You may participate to shifts for the 24x7 support coverage, with on-call hours during the week and weekend, where you will need to be reachable.

•You may have to participate from time to time to specific operations during weekends, e.g. upgrades.

 

You will troubleshoot:

•Specialized client/server broadcasting software, helping to solve configuration issues and occasionally diagnosing and reporting software bugs.

•Operating Systems (Win 7, Win 10, Server 2003, Server 2008, Server 2012, Server 2016)

•Database platforms (MS-SQL).

•Problems with professional audio/video hardware.

•Occasional network issues, when related to the broadcast software.

 

Main responsibilities:

•Actively participating in the entire issue resolution process, as customer’s request owner, using appropriately the CRM: ticket, bug and knowledge databases

•Ensuring customer satisfaction and service level fulfillment, as per support contract

•Responsible for asking R&D/Technical Expertise Center support for issues that cannot be resolved locally

•Closing customer’s issues in close relationship with customer

Requirements:

•Languages skills: Fluent in English compulsory, Spanish is an advantage

•High-level knowledge of Windows 7/10/Server (installation, configuration, registry, etc.).

•Excellent written and oral communication skills.

•Experience working on the phone in an international environment, handling complex "escalated" support situations and customer facing relationship.

•Must be highly motivated and capable of working independently.

•Analytical, Organized, Self-starter, Appropriate sense of urgency

•International mobility