Technical Support Engineer
Location: Artarmon, Sydney, NSW
Work Type: Full Time
Digistor is Australia's leading supplier of professionally supported solutions for the creation, management, storage and delivery of digital media.
Servicing the film, video post production and broadcast markets, Digistor provides specialised services including installation and support of non-linear edit suites and finishing tools including Adobe, Apple, Autodesk and Avid.
A vacancy currently exists for a Technical Support Engineer located at Digistor’s Artarmon head office. This position reports to the Technical Support Manager and is responsible for providing support to customers on video editing, storage and SAN solutions.
The major focus of the role is onsite installations, however you will be called upon to assist with remote support (phone, email and remote access) as required to different clients across multiple sites.
The applicant should have sound knowledge of video editing systems, broadcast equipment, storage solutions including fibre attached SANs and NAS.
Experience in storage, server and video editing installations is required to be able to meet the key responsibilities of the role, which include:
-
Video editing system installation (pre-delivery and onsite)
-
SAN upgrades and installation, including data migration
-
Technical support to customers
-
Remote upgrade installations
-
Fault reporting and documentation
-
Ability to build relationships with clients
Key selection criteria:
-
Customer Service – communicating in a friendly yet professional manner; particularly face-to-face
-
Team Player
-
Experience with video editing systems and equipment
-
Experience with Fibre SAN solutions
-
Experience or knowledge of NAS solutions
-
Experience in cabling (fibre, Ethernet, SDI)
-
Current and valid Driver’s License
-
Good written and verbal communications skills
-
Attention to detail and ability to work autonomously
-
Ability to research and problem solve complex issues
Desirable:
-
Good knowledge of Avid Media Composer; Apple FCP or similar
-
Experience in a post production environment
-
Network experience – LAN, WAN etc.
-
Server experience – OSX, Windows, Red Hat
-
Ability to learn quickly and adapt to changing environment
-
Proven experience providing client facing professional support services
To excel in this role, you will have a passion for Customer Service and the Media Entertainment industry.
Job Duties:
-
Onsite installation of servers, storage, video editing and backup systems as required
-
Physical installation of equipment in racks, on desks, cabling, connection and power-up testing
-
Troubleshooting of installed equipment
-
Provide customer support post-installation, including, training as required
-
Provision of technical documentation to the support team and clients
-
Escalation of support requests to vendors as required
-
Provide helpdesk support as required
Technical knowledge and skills:
-
Understanding of video editing systems and codecs
-
Understanding of broadcast video standards and formats (PAL, NTSC, HD & SD etc.)
-
Experience with storage solutions – SANs, DAS, NAS etc. (fibre, SCSI, SAS and iSCSI)
-
Ability to rack and cable equipment
-
Apple certification in desktop support and hardware troubleshooting is desirable
Digistor is well recognised for the quality and professionalism of its technical support team. This role is wide and varied and the successful applicant can be assured there will be plenty of opportunities to learn new things along the way in this fast paced role.
Salary will be determined based on the experience and suitability of the successful applicant.
If you are looking for a challenging and rewarding career, send your CV with a letter of application to staffing@digistor.com.au
