PERMANENT CONTRACT - MEDIOR SUPPORT ENGINEER

at  Canal Plus

Part of M7 Group within Canal+ International, Stream Group has over 10 years’ experience in providing solutions for OTT, IPTV and Hybrid DVB projects. It offers operators and broadcasters a solution for the next generation of video distribution and streaming.
Stream Group offers TV services over Satellite/Terrestrial and OTT Internet to more than 2 million households in 8 countries through the following brands: Canal Digitaal (Dutch market), Skylink (Czech and Slovak market), Direct One (Hungarian market), FocusSat (Romania market), HD Austria (Austrian market), TV Vlaanderen (Belgium Flanders market), Telesat (Belgium Wallonia market). At the group level, Canal+ International provides TV services to more than 20 million households worldwide.

THE TECHNICAL SKILLS AND COMPETENCIES LISTED BELOW ARE PREREQUISITES FOR THIS POSITION:

• VMWare/AWS/Cloud system deployments
• Good interpretation of Windows and Linux health checks
• Basic understanding of Database systems (MSSQL, Mysql, MongoDB, etc)
• Video delivery
• Network infrastructure knowledge.

ROLE

• Role: Support Engineer
• Level: Medior
• Experience: 2 or more years of experience in a similar role
• Working hours: This function requires on call duty, you will be part of a pool of engineers that perform the 24/7 on call duty.

ROLE OVERVIEW

As a (Medior) Support Engineer you will have a crucial role within our organization, working closely with our clients to resolve (complex) technical issues. Your work will directly impact customer satisfaction and the success of our projects.

KEY RESPONSIBILITIES

• Communicating with customers about open tickets and settings expectations depending on the customers business impact
• Communicate and log internal and external maintenance notifications
• Proactively monitoring and troubleshoot issues occurring on the different platforms
• Escalate issues in a clear and structured manner
• Solving customer issues in a timely manner as defined by the SLA and to their satisfaction
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers in Jira Service Desk
• Inform customers about product functionality
• Inform management about incidents and report KPI
• Working in unison with team members and members of Stream-Group, for example engineering, QA, ILM, Development
• Documenting incident resolution (RFO, knowledge base articles)
• Troubleshooting internal and 3rd party software, hardware
• Assist with project implementations
• Assist with defining and implementing internal procedures
• Collaborate intensively with both internal and external stakeholders.