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Cust Support Srvc Engineer
hace 2 semanas
**The following position is offered via our affiliate Viacess-Orca. Viacess-Orca is a subsidary of Orange.**
Within the Operations and Services department for Viaccess-Orca, and reporting to Customer Services Department, the Technical Customer Support Engineer (TCSE):
- Provides all daily professional services through technical Customer support on any assistance and maintenance support for VO solutions in production;
- Ensures E2E cases management including escalation to management ,Tier-4 support, and internal/External coordination & communication;
- Is responsible for owned cases and the quality of the operational services;
- Support operation services
- Take place in DevOps team if needed
- Provides technical support for Viaccess demonstration platforms at trade shows;
- Does technical training internally and to Viaccess customers;
- Provides input in the conception of training documents and assists in their validation;
- Represents the technical support activity on company-wide projects.
**Main Activities**
- Provides Opening Hours & Non Opening Hours Technical Customer support coverage;
- Provides Tier-1 and Tier-2 support to VO Customer’s or Partner’s solutions;
- Work closely with all the Viaccess departments and teams (including engineering, project management, R&D, sales, legal, sales administration ) as required by support cases;
- Ensure the E2E technical customer support case management according to service level agreements;
- Meet key performance indicators objectives and do KPI follow-up reporting;
- Ensure full transparency of cases using a CRM;
- Fill the weekly team report. Deliver quarterly activity / projects report;
- Assist other worldwide support teams;
- Manage cross company projects;
- Manage Technical Customer Support internal projects and tools.
- Help the training team to define, validate and deliver the training course documentation;
- Do technical training to VO or Customers
**about you**:
**Experience level required: confirmed profile (3-5 year)**
**MANDATORY**:
- University degree in Telecommunication/Electronics/Computer science
- Minimum 3 years’ experience in technical support and system integration
- Fluent English technical and business
- Oracle DBA version 9i, 10g, 11g
- Vast knowledge in SQL
- Good knowledge of Unix/Linux Operating systems
**VERY HELPFUL**:
- Shell scripts
- Application servers (apache, web logic, jboss, Squid)
**HELPFUL**:
- Knowledge of IBM or HP servers and installation experience
- Application servers (apache, web logic, Squid)
- Streaming protocols and video formats
- DVB protocol, Video servers, Set Top Boxes
- TCP/IP
**People Skills**
- Excellent representative and communication skills;
- Experience in direct relation with Clients;
- Self-driven;
- Multi-tasking / Methodical
- Customer oriented / capacity to analyze / adaptability / responsiveness / open minded/resistance to stress
**additional information**:
**About Viaccess-Orca**
Viaccess-Orca is a leading global solutions provider of OTT and TV platforms, content protection, and advanced data solutions for a personalized TV experience. Viaccess-Orca is part of the Orange Group with solutions deployed in over 35 countries, reaching more than 27 million subscribers.
We spend nearly 4 hours a day watching TV content on different devices: TV, tablet, computer, smartphone. Viaccess-Orca combines multicultural expertise to offer innovative solutions to its B to B customers content providers. The solution portfolio includes security, service platforms, and user engagement management (including discovery and content recommendation).
**department**:Hosted Staff, HR Svc Contracts
**contract**:Regular
