Imagine Communications

  • Senior Service Engineer - Chennai, India

    Job Locations IN-Noida
    Posted Date 3 months ago(10/22/2018 1:15 PM)
    Requisition ID
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.


    Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues. Today, we’re driving an industry transformation by investing deeply in a new generation of media enabled by IP, virtualization, cloud infrastructure and software-defined networks.


    At Imagine Communications, groundbreaking work is part of our everyday environment.  All our employees play a vital role in our organization, helping the media industry enable instant access to moments that matter.  Wherever your skills fit in our business — from engineering and sales to service and support — you’ll find you gain much more than just a job. At Imagine Communications, you’ll gain the opportunity to contribute to the transformation that’s taking place in the way the world is consuming media.


    Specific duties include but are not limited to

    We are looking for Sr. Service Engineer is to provide on-site services and telephone/remote support to the customer on ingest and playout automation combined with multichannel branding, on-premises, and cloud-based – native and virtualized solutions. On-site support includes installation and operation of equipment, basic operational and maintenance training and troubleshooting and effective problem resolution.


    This position requires frequent travel (50%) within the region and periodically after-hours on-call phone/on-site support.


    Technical Commissioning and Training

    • Provide on-site installation of equipment and assure its operation
    • Deliver basic operation and maintenance training to customers
    • Provide troubleshooting and repair of assigned equipment at the customer site
    • Provide alternative solutions to customer issues where the current solution does not meet customers’ expectations
    • Produce simulations of customer-reported problems and test various alternatives and options to arrive at a resolution to the problem
    • Interface effectively with other departments to resolve on-site customer issues
    • Follow-up with customers to ensure issues are adequately resolved
    • Act as an advocate for both the company and the customer
    • Arrange for module exchange or factory repair of customer product
    • Complete expense and field trip reports timely and accurately

    Technical Product Support

    • Resolve customer product/system issues following defined support processes
    • Arrange for module exchange or repair of customer product
    • Enter service calls into CRM system accurately and in a timely manner
    • Escalate more complex technical issues through the appropriate system
    • Troubleshoot product to board level
    • Assure parts for repair are tagged and processed accurately
    • Escalate repairs that cannot be completed within advertised turn-around time (TAT)





    • Knowledge of analog and digital Video/Audio systems
    • Reasonable knowledge of Video/Audio Measurement techniques
    • Windows OP/SQL DB incl. scripting
    • Fluent written and spoken English


    • Network protocols (IP, TCP/IP, FTP, real-time streaming protocols etc.)
    • Linux command line experienced
    • Good presentation skills
    • Additional language skills



    • Technical Associate degree (bachelor’s degree) or equivalent experience in Broadcast, IT and Networking
    • CISCO CCNA & Windows certifications considered an asset
    • Demonstrated ability to handle and resolve customer problems
    • Experience in problem-solving methodologies for root cause analysis and corrective action
    • Ability to understand the failure mechanisms of complex electronic systems with mechanical, electrical and software interactions
    • Ability to use appropriate test equipment to conduct troubleshooting
    • Working knowledge of PC hardware, operating systems, networking protocols
    • Working knowledge of baseband/digital audio and video signals
    • Successful experience working in a cross-cultural team environment
    • Must be available for periodic travel and after-hours on-call support


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