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Network Operations Centre Technical Services Specialist
Entertainment & Media Industry Company
Shanghai, , China
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What we’re about
Company is not your everyday entertainment experience, so it’s not surprising that Company employees and their careers go beyond the ordinary. Our employees share a passion for quality in everything they do. Our Hollywood people are movie business insiders with years of production experience. Our technology experts are unashamedly geeky – people who can talk for hours, and be riveting, about color gamut and lasers. Our business people are consummate sales and marketing professionals who are spreading the Company word around the world.
Of course we offer all the benefits you’d expect from a company with over 40 years of history. Yet, beyond this, we know everyone works differently and is motivated by different things. That’s why we offer competitive pay and a wide assortment of benefits – to help you make the most of your life at work and away from it.
As the world’s leading entertainment technology company, Company has revolutionized the way people experience movies. Specializing in immersive motion picture technologies, our employees are driven by a passion to take audiences around the world to places they’ve only dreamed of.
Come explore Company – where innovation, creativity and passion come together.
What you’ll be doing:
This position will provide ongoing service, support, and upgrades when necessary, to Company digital projection and audio equipment at the highest standards. This role provides customers with courteous, helpful, timely support to ensure that the requirements of their service contract are being met. This position also ensures that audiences are presented with the best possible Company experience.
• Respond to all inbound client communications including: alerts, emails and phone calls within set timeframe.
• Extensive telephone diagnostics and problem resolution.
• Supporting multi-million dollar equipment in a critical “show must go on” environment.
• Update Company CRM database in real time after each call.
• Review daily SNMP messages from our theatre network and provide proactive recommendations to Regional Managers.
• Maintain 100% uptime of all Company theatres through telephone support and emergency servicing.
• Reduce the number of lost shows by quickly responding, analyzing and correcting problems over the phone, or proactively avoid lost shows by monitoring the network.
• Provide reports to customers from SNMP messages such as lamp hours, hard drive utilization etc.
• Prepare technical documentation including Bulletins, Procedures and troubleshooting flow charts.
• Track parts exchanged and ensure parts are returned from the client within the contractual obligations of warranty.
• Be available to travel on very short notice.
What we’re looking for:
• A preference for four years at the university, college level or significant job related experience and specialized training in engineering/electronicswith a strong computer background.
• Background in technical services support with help desk experience or PC service and support experience and/or network experience.
• Good verbal and written communication skills in English.
• Knowledge of setting up wired and wireless network (hardware, wiring and set-up).
• The ability to multi-task and carry out effective telephone trouble shooting and problem solving on multiple problems per theatre.
• The ability to deal with each customer’s unique questions and give advice on operational matters.
• Work in a virtual environment as may be necessary.
• Train and develop Company projectionists.
Work at the call centre is mainly carried out on a 24hr shift basis.
• Ability to sit for prolonged periods of time.
• Ability to work shifts, holidays and weekends.
• Ability to travel freely to destinations worldwide.
• Hold a valid passport and driver's license.
Required Experience:
Please apply online. We thank all applicants for their interest in Company but only those selected for an interview will be contacted.
Company is an Equal Opportunity Employer.