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About the Role

Seeking REMOTE Tier 2 level hardware/software Support Engineers for a Global Dutch Owned Audiovisual Electronics Manufacturer. Ideal for electronics enthusiasts passionate about products like Bluetooth Earbuds, Headsets, and Streaming Video Cameras.

Responsibilities

• Resolve technical escalations from Tier 1 support.
• Consult with the Tier 3 support team on tickets.
• Escalate tickets to Tier 3 when applicable.
• Own all communication with internal and external stakeholders while the ticket resides in Tier 2.
• Reproduce and resolve issues.
• Conduct sparring with Tier 3 colleagues.
• Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure.
• Maintain awareness and knowledge of industry-leading UC and meeting room applications.
• Act as ticket owner and point of contact for customers/stakeholders for escalated tickets.
• Ensure consistent adherence to the customer escalation process.
• Propose and communicate findings to update the Support Knowledge Base and online content.
• Provide training to Tier 1 Support Specialists.

Requirements

• Local candidates fluent in English.
• High standard of personal integrity and professionalism.
• Familiar with test processes and methodologies.
• Ability to lead meetings, present to an audience, and conduct solution training.
• Excellent problem-solving and fault isolation skillset.
• Clear understanding of logic-based testing.
• Thorough understanding of modern audio and video technologies and collaboration solutions.
• Capability to explain complex setups and solutions.
• Strong analytical and influencing skills.
• Ability to assist in building and supporting business cases.
• Ability to travel up to 20%.

Skills

• Microsoft Office suite (Teams, Word, Excel, OneNote)
• Modern audio and video technologies
• Collaboration solutions (Teams, Teams Rooms, Zoom, Zoom Rooms)
• Installing and configuring headset/collaboration applications (Zoom Rooms, MTR) on Windows, macOS, Linux, ChromeOS, iOS, Android environments
• DECT and Bluetooth RF technology
• Excellent organizational skills
• Excellent time management skills
• Excellent communication skills (written and verbal)
• Excellent presentation skills

Location

• Tokyo, Japan

Work Type

• Remote
• Full-time

Experience Level

• 3–5 years in a similar role
• 2+ years of experience installing and configuring headset/collaboration applications
• 2+ years of experience with similar products and solutions

Education Level

• Bachelor’s degree in a related field or combination of relevant education and experience

About the Company

• Global Dutch Owned Audiovisual Electronics Manufacturer.