Technical Support Engineer

DIGICO
Chessington, United Kingdom
19 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Shift work
Languages
English
Experience level
Intermediate

Job location

Chessington, United Kingdom

Tech stack

Microsoft Windows
Databases

Job description

  • To provide technical support to all DiGiCo, KLANG, Fourier Audio and DiGiGrid clients worldwide by telephone and email with a particular focus on Fourier Audio clients.
  • To provide technical training to engineers and distributors in the Chessington facility or by international on-site visits worldwide.
  • To visit and repair products worldwide.
  • To keep all provided databases up to date with your cases.
  • To process spare parts orders via ERP and arrange despatch where necessary.

Main Activities & Responsibilities You will be responsible, along with your team members, for the support of DiGiCo, KLANG, fourier audio and DiGiGrid products, both existing and new releases.

This will include:

  • Email and telephone support worldwide
  • Visits to sites across the world for technical support as required
  • Order processing of sales spares orders and advance replacement parts
  • Despatch of sales spares and advance replacement from Chessington when necessary
  • Updating the company database with your clients (or any other software recording tools the company provides)
  • Participation in the weekend support rota as required
  • Stock control and auditing of spare parts in the Chessington site
  • Provide and host technical training sessions across the world for visiting engineers and distributors
  • Liaise with software/hardware teams on Technical Note creation and distribution
  • Generate case query reports for weekly review as required.

fourier audio:

  • Become the subject matter expert within the support team for all technical and operational issues with fourier audio products
  • Test and reproduce customer reported issues in-house
  • Acquire sound knowledge of popular VST plugins
  • Direct interaction with the fourier R&D team for field issues and product development

Other Features of the Job 37.5 hours per week, based in our offices in Chessington. Planned weekend support cover on rotation (approx. one weekend in ten)

Requirements

Do you have experience in macOS?, * Formal education in the field of software / network technology or electronics

  • Degree in music technology or equivalent work experience.

Experience

  • Prior experience with AoIP audio formats (ideally with

  • Dante level 2 certification, Soundgrid)

  • Using and troubleshooting both macOS and Windows computers - both from a hardware and software perspective

  • Prior experience with DiGiCo products

  • Prior experience with DiGiGrid, KLANG or fourier audio products

  • Knowledge of Linux systems would be beneficial

  • At least three years of work experience in music technology

Practical & Intellectual Skills (inc. special knowledge)

  • Excellent analytical and problem-solving skills, with the ability to balance perfection and speed

  • Strong written and verbal communication skills in English

  • Thorough understanding of music production workflows in a live sound environment

  • Ability to work efficiently both independently and as part of a team

  • Second European language

  • Ability to read and interpret circuit diagram

  • Soldering skills

Company Values

  • Customer focussed
  • Innovative
  • Active team member
  • Honest
  • Dedicated

Circumstances

  • Good attendance record (this will not preclude a candidate with a disability)
  • Ability to work occasional overtime

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