The Opportunity
Our Network Operation Center (NOC) Engineers help customers succeed in implementing and operating Grass Valley technologies throughout its entire lifecycle. Our team of specialists use their knowledge of applications and customer workflows to ensure successful deployment and 24x7 operation.
You are a highly motivated technologist who will stay abreast of evolving technology and market trends in fast paced new media industries whilst also supporting traditional broadcast customers and workflows. You will partner with Subject Matter Experts in the delivery of the technology and successful on-boarding of customers. Your ability to rapidly troubleshoot operational and technical problems is what you do best. Making customer success a reality is our “every day”, our teams deliver for our customers and that is why our customers choose Grass Valley.
Primary Function
The Primary function of the NOC Engineer is to deliver technical support to our valued customers globally. The NOC is the first point of contact, within the Delivery & Support team, for our customers when they require support, whether it be via the customer portal, phone or email.
The NOC Engineer must be capable of developing a detailed understanding of the GV Deployed equipment and Cloud based technologies, including AWS, to allow them to do initial triage and where possible, follow through to case resolution.
Your responsibilities will include:
Act as primary contact, deliver remote/email/phone technical support to customers (Internal and External).
Continuous monitoring of the Grass Valley SaaS platforms.
Monitor incoming case queues and responding to incoming support tickets.
Actively working on resolving open/active customer issues.
Documenting troubleshooting progress in case comments.
Properly document encountered problems and their solution.
Regular follow up with customers on all open/pending cases.
Process Advanced Service Replacement (ASR) exchange requests, including creation of Logistics Cases.
Escalate difficult technical issues to relevant Subject Matter Expert (SME) in the field.
Creation and maintenance of Knowledge Based Articles.
Onboard new AMPP (cloud-native platform) customers and on-prem and off-prem equipment.
Participate in regression testing to ensure service readiness of new software/applications
Ability to interact with customers from all over the world.
Ensure contract customers are accessible to Customer Portal.
Work on a 24/7 shift pattern
What you have to offer:
Degree/Diploma in Computer Science, Information Technology, Computer Engineering or Broadcast.
Self-starter with a strong initiative for success.
Able to provide technical support to customers and colleagues globally via phone/email/portal.
Knowledge/experience in Linux or Windows administration.
Basic experience with cloud monitoring tools such as Grafana and Kibana will be desirable.
Basic AWS experience especially with EC2s, AMIs, S3 Storage and IAM Roles would be desirable.
Able to work on shift (we are operating on 24hrs/7days). Rest days do not necessarily fall on weekend or public holidays.
Experience with SalesForce.com, JIRA Service Management and Slack will be advantageous.
Fluent in oral and written English.
Fresh graduates with IT/DevOps/Broadcast aptitude are welcomed to apply. Please attach your academic transcript to your applications.
Skills Required
- Degree/Diploma in Computer Science, Information Technology, Computer Engineering, or Broadcast
- Ability to provide technical support to customers and colleagues via phone, email, and portal
- Knowledge/experience in Linux or Windows administration
- Able to work on a 24/7 shift pattern
- Fluent in oral and written English
- Basic experience with cloud monitoring tools such as Grafana and Kibana
- Basic AWS experience (EC2, AMIs, S3, IAM Roles)
- Experience with Salesforce.com, JIRA Service Management and Slack
- Self-starter with strong initiative
What We Do
Grass Valley is the leading technology provider for the live media and entertainment industry. Trusted by the world's top media producers, powering their media centers, mobile production units, 24-hour newsroom, and sports streaming platforms. As the number one trusted partner in media technology, Grass Valley enables content owners and service providers to create and deliver live experiences in the most efficient way. Whether it’s IP-native cameras or state-of-the-art cloud production platforms, Grass Valley is at the forefront of ground-breaking live media innovation. Grass Valley continues to pioneer market-leading advances based on cloud and software efficiency to transform live content for the streaming era today and in the future. Headquartered in Montreal, Grass Valley has been engaged in the media technology business for over 60 years. For information about Grass Valley solutions and services, please visit grassvalley.com.
