Job Description

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.

As the industry\xe2\x80\x99s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.

Why Join Grass Valley?

As the world continues to evolve, Grass Valley is also transforming: Creating innovative breakthrough solutions to serve customers\xe2\x80\x99 changing needs and realities. We are proud that for over 60 years, our innovations have enabled content creators, broadcasters and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.

Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!

For further information, please visit .

The Opportunity

Our Network Operation Center (NOC) Specialists 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 \xe2\x80\x9cevery day\xe2\x80\x9d, 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.
• Experience with cloud monitoring tools such as Grafana and Kibana will be desirable.
• Experience in deploying codes to AWS, MS Azure or Google Cloud will be desirable.
• Experience with scripting language such as Python, JSON, Perl and/or Ruby or equivalent is desirable.
• Able to work on shift (we are operating on 24hrs/7days). Rest days does not necessary fall on weekend or public holidays.
• Experience with SalesForce.com and Slack will be advantageous.
• Fluent in oral and written English
• Fresh graduates with DevOps/Broadcast aptitude are welcomed to apply. Please attach your academic transcript to your application.

Ready to Apply?

Please email your resume to quoting Job Title in the subject line of your email.

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• Grass Valley offers competitive compensation packages in an energizing and supportive work environment.
• This job description is intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.
• Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, colour, age, disability, sexual orientation or protected veteran status.

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