1. Goal and mission:
A System Engineer has excellent and in-depth knowledge of a family of products (e.g. NagraVision CAS, iDTV & SMS, MediaGuard CAS). He is the recognised expert on that range of systems and is able to analyse and resolve complex problems under severe pressure. He recognises the importance of excellent customer relationships and is a good team player. He is highly motivated to develop his skills.
2. Responsibility:
* Is assigned to one or more accounts. Is responsible for the technical solution (installation, customer support, maintenance, etc) and works colsely with the program manager in charge of the account.
* Creatively develops workaround solutions using broad knowledge of NagraVision products when no other solution is viable
* Maintains a can-do attitude
* Is fascinated by new technology and products
* Handles most crisis situations confidently, is aware of customer consequences and knows when a call should be escalated
* Recognises possible product design faults or potential enhancements and readily communicates this feedback to senior System Engineers for validation
* Takes pride in solving customer problems effectively and is intolerant of poor quality work
* Lives up to customer expectations and updates them on changes
* Is respectful of and helpful to other engineers and enjoys gaining and sharing knowledge
* Attends training on products, services and behavioural skills related to the position
* Provides tuition on NagraVision products to customers and to NagraVision Engineers, under the managerial responsibility of the Head of System Engineering.
* Participates in Hotline turns, under the managerial responsibility of the Head of System Engineering.
* Execute security measures on the systems.
* Provide quick response time to meet customer satisfaction.
3. Reporting line
Reporting to: Head of System Engineering
Direct Report: Igor Ferigutti
4. Interfaces
* Daily contact with Program/Deployment Manager to inform on current status and plan the next steps of a project
* Information to and from Customers using live communication, conference calls and e-mail reports
* Collaboration with Central Services’ staff for problem solving.
* Collaboration with Product Development for bug reporting and problem solving
* Regular communication with Head of System Engineering to keep the resource planning up-to-date.
5. Skills
* Is recognised to have excellent knowledge of a set of NagraVision products
* Mostly self-reliant, but requires direction under some situations.
* Has a good telephone manner and remote diagnosis skills.
* Is fluent in English, any other Asian language is an asset.
* Recognised expertise in the UNIX platforms and Windows.
* Ability to perform complex queries on Oracle or Sybase databases.
* Recognised ability to analyse TCP/IP networking problems.
* Ability to demonstrate certain NagraVision products or to provide training on them.
* Demonstrates good communication skills and reasonable inter-personal skills.
* Working knowledge of the Ticketing and Remote access tools.
* Ability to complete problem analysis and do troubleshooting of simple multi-cluster systems.
* Demonstrates high customer service awareness.
* Works effectively under pressure.
这就是D&D中所谓的万精油职业吗？