Technical Support Specialist
1 week ago
Customer Service Engineer (Y11)
Position Overview
This role is designed for a dedicated professional who will provide comprehensive support to our clients.
Main Responsibilities
- Deliver first and second level assistance to clients.
- Act as the primary liaison for Broadpeak clients and facilitate the escalation of support matters, ensuring thorough resolution.
- Maintain adherence to SLA commitments regarding response times, service continuity, and resolution timelines.
- Conduct regular preventive maintenance to enhance the Quality of Service for our clients, while proactively suggesting improvement strategies.
- Document and communicate design, reliability, and maintenance issues or bugs to the engineering team.
- Manage on-site installations, commissioning, and training services for new clients as needed.
Knowledge and Skill Requirements
Desirable expertise includes:
- Linux and Windows server systems
- System and storage architecture
- IP networking (including protocols, security, and analysis tools)
Additional knowledge that will be beneficial:
- Streaming video technologies and their ecosystem
- Script development (Bash, Python, Perl)
- Shared storage systems
- Fluency in both oral and written Spanish
Personal Attributes
The ideal candidate will possess:
- A positive and enthusiastic attitude as a team player
- A strong commitment to customer service
- Technical persistence
- The ability to work independently with minimal supervision
Working Conditions
This position requires flexibility for both desk-based and on-call responsibilities outside of regular hours. Travel within the Americas may be necessary.
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