Technical Support Expert

ABOUT AVID

Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.

To learn how Avid powers greater creators or for more information, visit www.avid.com.

JOB SUMMARY

Provide technical support to customers via multiple channels, both remotely and onsite. Responsible for in depth knowledge on multiple products and technologies. Resolves complex technical problems. Documents cases and generates knowledge content. Provides internal feedback on product performance with suggested solutions. May generate training material or execute training. May train and mentor Avid or GESC employees. May be a part time or full time Product Champion, Customer Champion, or Customer Advocate.

RESPONSIBILITIES AND DUTIES

About the Role

• Providing technical support for Avid's news production solutions, predominantly Media Central | Newsroom Management and related products to customers in the professional broadcast segment and resellers.
• Managing support cases through web-based submissions and via phone for emergency level issues.
• Documenting your troubleshooting analysis and solutions found.
• Adhering to Avid's contractual SLAs (Service Level Agreements).
• You will serve as the customer's primary point of contact.
• You will own customer issues, from start to finish.

About You

• You have a passion for technology.
• You are keen to learn workflow and how the Media Central | Newsroom Management system integrates with other components in Avid's Media Central Product range.
• You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability think on your feet.
• You are self-starter who is comfortable with taking the initiative.
• Sometimes you won't know the right answer, but you're the kind of person who is always up for the challenge.
• You'll rely on your resources and your team and quickly research a response.

QUALIFICATIONS

• BA (hons) or BSc (Hons) in Computer Science, Engineering, Digital Media Production, Video and Streaming Technology, Film and Video Production (or similar).
• You possess a high degree of computer lteracy including knowledge on Virtual Machines
• Knowledge of Red Hat/CentOS/Ubuntu Linux distributions and computer programming is required - so you are confident in working with command line based OS / applications
• Knowledge of network architecture, OSt models, cabling, Ethernet, Internet Protocol is a plus.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!