Specialist, Technical Service - INOC

IMAX

  • Shanghai
  • Permanent
  • Full-time
  • 1 month ago
With over 50 years of history as a global innovator in entertainment technology, IMAX is the gold standard in immersive entertainment. We are the go-to, end-to-end premium technology platform for the world’s greatest filmmakers and creators — giving them the tools to realize their visions to the fullest.As a result, IMAX attracts the most skilled and accomplished professionals in entertainment and technology. Our global teams merge technical, creative and operational expertise, deep industry relationships spanning the world, and an agile, entrepreneurial approach that prioritizes quality and innovation.Our success is driven by our people. We cultivate our unique culture by fostering strong team connections, recognizing and rewarding excellence, and creating a workplace that empowers success. By working together in service of our mission, we push the limits of human imagination and transcend the ordinary.Job Description:What we’re aboutIMAX is not your everyday entertainment experience, so it’s not surprising that IMAX 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 IMAX word around the world.Of course we offer all the benefits you’d expect from a company with over 50 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, IMAX 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 IMAX – where innovation, creativity and passion come together.Reporting to the Technical Services Network Operations Call Centre Senior Manager, this position will provide ongoing service, support, and upgrades when necessary, to IMAX digital projection and audio equipment at the highest standards. Provide customers with courteous, helpful, timely support to ensure that the requirements of their service contract are being met. Ensure audiences are presented with the best possible IMAX experience.KEY RESPONSIBILITIES
  • Respond to all inbound client communications including: alerts, emails, 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 IMAX CRM database in real time after each call.
  • Review daily SNMP messages from our theater network and provide proactive recommendations to Regional Managers.
  • Maintain 100% uptime of all IMAX 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 of 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
REQUIREMENTS
  • A preference for four years at the university, college, or significant job related experience and specialized training in engineering/electronics with a strong computer background.
  • Background in technical service support with help desk experience or PC service and support experience and/or network experience. Good Knowledge of Network and TCP/IP;
  • Excellent English written and verbal communication skills .
  • Experience with common software and hardware, including but not limited to MS Office Suite, Outlook, Lotus
  • MS Windows/XP, Networking monitoring and troubleshooting is mandatory
  • Good knowledge of Operating System Internals (Linux or any Unix variants)
  • Working knowledge of SQL Query and Knowledge data base
  • Knowledge of setting up wired and wireless network (hardware, wiring and set-up)
  • Basic Knowledge of High Low Voltage Electric Trouble Shooting Skills;
  • Basic Knowledge of script (in DOS, Microsoft Windows, Linux or any variants);
  • The ability to multi-task carrying out an effective telephone trouble shooting and problem solving on multiple problems/theatre.
  • The ability to deal with each customer’s unique questions and give advice on operational matters.
  • Excellent analytical and problem solving Skills
  • Work in a virtual environment as may be necessary
  • Train and develop IMAX projectionists.
Physical Requirements
  • Ability to sit for prolonged periods of time
  • Ability to work shifts, holidays and weekends
WORKING CONDITIONS
  • - Work at the call centre is mainly carried out on a 24hr shift basis.
IMAX is an Equal Opportunity Employer.At IMAX, you will be part of a culture built on respect – we are committed to creating a welcoming and diverse atmosphere across our organization.For consideration, please apply online. We thank all applicants for their interest in IMAX but only those selected for an interview will be contacted.IMAX will consider for employment all qualified applicants, including those with criminal histories, or arrest or conviction records, in a manner consistent with applicable state and local laws, including the City of Los Angeles’ Fair Change Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

IMAX