TV Platforms Dedicated Support Engineer Job stage 7

Ericsson Media Solutions is a standalone unit of Ericsson supplying TV & Media products to Pay TV providers and Broadcasters globally. We are formed from the acquisitions of Tandberg Television, Mediaroom, Fabrix, Azuki and Envivio, and are the market leader in our three domains of expertise, Video compression, Cloud DVR and IPTV/OTT middleware. The purpose of the Mediaroom (IPTV) Dedicated Support Engineer (DSE) position is to provide customers with reliable technical solutions to the complex integration problems associated with the Mediaroom solution built on the Microsoft platform. This Support Engineer position focuses on the IPTV product Mediaroom? As a technical resource working with our Mediaroom operators and partners, you will be minimally required to have solid technical expertise across Microsoft enterprise products like Windows Server, SQL Server, System Center tools, and strong troubleshooting skills with technical depth in at least 2 areas of technology utilized by the Mediaroom platform. Microsoft SQL Server troubleshooting and architecture expertise with knowledge of Mediaroom is currently the primary skillset needed by our team, our team at the moment includes 23 engineers, who are located in countries from the UK to as far as Japan.
TV Platforms Dedicated Support Engineer (F/M)
Darmstadt/Home Office
You will:
Lead the investigation and isolation of unique and challenging problems, collaborate with product development teams and other support groups to devise a plan for resolution that meets the customer's needs.
Delivery of support within predefined service level agreement.
Define methods and process to lead both customers and internal resources through technical issue deconstruction and analysis.
Maintain high levels of customer satisfaction, both external and internal customers.
Provide direction to others on the management and analysis of issues, review solutions, review technical documentation for accuracy and depth, and deliver technical training.
Interact with Support Ticketing, Bug Tracking and Knowledge Management systems to share incident and error information in a consistent format on a timely basis.
Report software bugs to product groups. Advise on potential software improvements during the design and pre-release process.
Participate on On-Call rotation with your peers six months after start date with the team.
Mediaroom Support Services provides 24 x 7 x 365 support. Off-hours support, evening, and weekend shifts will be required on a rotation basis with other team members.
Travel of 10-30% Europewide may also be required.
Your Experience
Previous Mediaroom technical support experience is highly desirable,
Junior/Senior engineer level experience is preferred with focus on Microsoft platform servers
2+ years troubleshooting Microsoft server platform software is desirable,
Experience working with and supporting Enterprise and/or Telco/Cableco customer base,
Works effectively in situations involving uncertainty, change, or lack of information,
Strong analytical and problem-solving skills,
Self-starter with ability and ambition to work remotely, or possibly onsite with a specific customer for extended or dedicated periods of time,
Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in ways which enhance business effectiveness,
Proven ability and ambition to quickly learn new technologies and underlying technologies to more effectively support the breadth and depth of the Mediaroom TV platform.
English fluency both verbal and writing is essential, German intermedia level will be a must
Your qualifications:
Has detailed, hands-on understanding of knowledge/skill in two or more of the following areas and is able to apply it effectively when managing/troubleshooting customer problems:
SQL and Windows Server
System Center tools
Troubleshooting Techniques and Tools,
Knowledge of Managed and Unmanaged code, related troubleshooting, and PowerShell scripting,
Troubleshooting capability with common Audio-Video delivery formats; such as MPEG,
Microsoft Debug (User and Kernel mode) tools knowledge and troubleshooting skills.
Networking protocols, OSI model, network switching & routing
Reading and understanding source code & scripts
The ambition is high. That is why we are seeking experienced individuals to accelerate the momentum in our region. Please send your English CV via the Ericsson Jobsite at www.ericsson.com/careers. For queries, you are welcome to contact Varvara (varvara.brandl@ericsson.com).
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.
Primary country and city: Germany (DE) -- -- Frankfurt/Main -- 21090; 21091; 21092; 21093
Req ID: 232780

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