Support Engineer (Field Support) at The Storytelling Company

Halfweg, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AV Engineering, IT Troubleshooting, Network Fundamentals, Windows Environments, Dante, AV-over-IP, Signal Fault Isolation, Preventive Maintenance, Client Relationship Management, Hardware Diagnostics, Technical Documentation, Field Support

Industry

Professional Training and Coaching

Description

Your mission At The Storytelling Company (TSC), we design and deliver immersive, story-driven experiences that bring together brand, culture, and technology. Our work spans AV/IT systems, interactive environments, digital signage, executive briefing centres, customer experience centres, and extended reality installations. We partner with leading international brands to create environments that connect people to stories in meaningful and memorable ways. At TSC, we work in a collaborative, fast-moving environment where initiative, ownership, and clear communication are key. You'll work closely with colleagues across Delivery, Engineering, Product, and Customer Experience teams to help ensure our installations continue to perform long after handover. As a Field Support Engineer, you play a critical role in maintaining and supporting TSC's installed systems at client locations across Europe and occasionally beyond. You provide hands-on troubleshooting (corrective maintenance), preventive maintenance, system inspections, and on-site technical support when issues cannot be resolved remotely. Acting as the physical extension of our support team, you help ensure that client environments remain operational, reliable, and aligned with TSC's quality standards. This is a client-facing role that requires frequent travel, strong communication skills, and the ability to work independently in dynamic environments. You are comfortable diagnosing technical issues on-site, coordinating with remote specialists, and providing clear updates to both clients and internal stakeholders. You bring a practical mindset, a structured approach to problem-solving, and a genuine desire to help clients succeed. Responsibilities On-Site Support & Troubleshooting (corrective maintenance) Perform on-site troubleshooting and incident resolution for AV and IT-related systems. Respond to support cases requiring local intervention and ensure timely resolution. Diagnose hardware, software, networking, and AV system issues in the field. Act as the "eyes and hands" of remote support teams during investigations and escalations. Preventive Maintenance & System Health Conduct preventive maintenance visits and system health checks. Verify system performance and identify potential issues before they impact operations. Recommend corrective actions, upgrades, or preventive measures where appropriate. Ensure installed systems continue to operate according to design specifications. Documentation & Support Operations Document activities, findings, and resolutions within support and ticketing systems. Maintain accurate records of site visits, maintenance activities, and system changes. Support knowledge sharing and contribute to improvements in support documentation. Client & Stakeholder Communication Serve as an on-site representative of The Storytelling Company. Communicate clearly and professionally with client stakeholders. Manage expectations and provide timely updates throughout support activities. Escalate issues appropriately and coordinate with Product, Delivery, and Engineering teams. Collaboration & Continuous Improvement Work closely with internal support, engineering, and delivery teams. Help identify recurring issues and opportunities for process improvement. Contribute to the continuous development of TSC's support standards and service delivery practices. Your profile Experience & Technical Skills 4+ years of experience in field support, AV engineering, service delivery, or a similar technical role. Experience installing, maintaining, and troubleshooting AV or IT systems. Solid understanding of Windows environments, networking fundamentals, and AV hardware. Comfortable reading technical documentation and following troubleshooting procedures. Should understand IP addressing, PoE, VLANs, multicast, subnetting basics, Dante, AV-over-IP, and signal/network fault isolation. Practical knowledge across audio, video, displays, control systems, racks Knowledge of these systems a big plus: DSPs, processors, conferencing hardware, LED/LCD displays and related device setup. Communication & Client Interaction Strong communication skills with the ability to build trust with clients and colleagues. Comfortable working independently in client-facing environments. Able to remain calm and professional when resolving urgent or high-pressure issues. Fluent in spoken and written English. Mindset & Ways of Working Structured, organised, and detail-oriented. Proactive and solution-focused approach to problem-solving. Strong sense of ownership and accountability. Comfortable balancing independent work with close collaboration across teams. Practical Requirements Valid passport and willingness to travel frequently (up to approximately 60%). Available full-time (40 hours per week). Based in / willing to work from our Zwaag & Halfweg offices when not travelling. Why us? Be part of a creative and supportive environment where your ideas and expertise are valued. Work with diverse teams across technology, delivery, and immersive experience design. Play a key role in maintaining systems for internationally recognised brands. Gain exposure to complex AV, IT, and experiential technology environments. Competitive salary and annual performance-based bonus. Pension plan and travel allowance. Vacation days in line with local market standards, plus 1 company holiday. Compensation for remote work and phone subscriptions. Company events, including our annual summer trip and other team gatherings. We are proud to work with international brands including T-Mobile, Under Armour, Microsoft, SAP, ON Running, Honeywell, Audi, BMW, and many others across retail, technology, mobility, and entertainment. About us Since April 2025, flora & faunavisions GmbH, Purple Digital Storytelling, planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company. We combine strategy, design, and technology to create interactive events, immersive experience centers, stage productions, and revolutionary learning environments for international clients and target groups. We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us. From the first idea to the last farewell note, from initial pixels to sustainable experiences. Now, tell us, what’s your story?

Responsibilities

Perform on-site troubleshooting, corrective maintenance, and preventive health checks for AV and IT systems at client locations. Act as the physical extension of the support team to ensure operational reliability and professional client communication.