Technical Support Specialist

Bolin Technology Europe Limited · London Area, United Kingdom (Hybrid)

About the job

Technical Support Specialist to join our new EMEA operation, based in the UK.

Responsibilities

• End-to-end support for BOLIN products which includes IP cameras, PTZ cameras, and video imaging products.
• Provide real-time technical support by phone, email, chat apps and remote desktop such as TeamViewer.
• Hands-on product testing, troubleshooting, firmware and hardware upgrades, repairs, etc.
• Developing and documenting best practices, knowledge base articles, enhancing troubleshooting processes, content creation of technical knowledge base
• Communicate with corporate R&D department relating to new product testing, resolving technical issues, technical document support, debugging procedures, etc.
• Provide pre-sales/post -sales technical support for dealers and end users, internal training and sales tech-support.
• Provide online/on-premise technical training for dealers/systems integrators

Qualifications

• College graduate in Information Technology, Computer Science or Electrical Engineering and/or min. 3+ years of experience as technical support engineer for IT-related products, video imaging products and PC based products. Other industries include, but not limited to, Pro Video hardware product support, Pro Audio support, CCTV, Video Camera experience, IT and network support experience, customer service phone and onsite experience
• Experience troubleshooting customer ticket-based workflow
• Must be knowledgeable in Microsoft Windows, various desktop applications such as MS Office/ PowerPoint
• Must have good understanding of IP networks, PCs and hardware configuration, networking technologies and protocols such as TCP/IP, DNS, DHCP, and VPN client
• Familiar with the support tools such as remote networking tools like TeamViewer
• Must have strong communication skills and experience supporting technical/non- technical customers.
• Must have strong organisational skills and time management.
• English language (fluent)

Preferred Qualifications

• 2-3 years’ experience with video related camera products/IP imaging products
• Knowledgeable in Adobe Creative Suite, basic graphic edit software such as Photoshop, Adobe Illustrator, etc.
• Skilled with video editing/processing software and video content creation
• Ability to face an audience and on camera, to make product video and media, presentation, training, webinar, and seminar
• Knowledge of Chinese language is beneficial, but not essential

Benefits

A competitive salary (with bonus) and benefits are offered