Support Engineer

Role Overview

The day-to-day focus of this role is the hands-on setup, delivery, and troubleshooting of our digital signage hardware and CMS software solutions. You will split your time between preparing systems in the office, responding to client support tickets within strict SLA timelines, and heading out on-site for deployment and emergency troubleshooting.

Key Responsibilities (The Daily Focus)

• Digital Signage Hardware Setup: Assemble, configure, and stress-test digital signage media players, mini PCs, and commercial displays in the office before deployment.

• CMS Software Support: Manage, update, and troubleshoot our Content Management System (CMS) software configurations for clients, ensuring seamless content playback.

• SLA & Incident Management: Monitor incoming support requests and ensure all client issues are acknowledged, diagnosed, and resolved within committed Service Level Agreement (SLA) response times.

• On-Site Support & Troubleshooting: Travel to client premises for physical installation, hardware replacement, and urgent hands-on troubleshooting when issues cannot be resolved remotely.

• Service Reporting: Author comprehensive, clear, and professional Service Reports post-incident or post-maintenance, documenting the root cause, actions taken, and obtaining client sign-off.

• Network Integration: Configure basic network settings (TCP/IP, Wi-Fi, 4G routers, LAN) on-site to ensure media players connect securely and reliably to our servers.

Qualifications & Skills

• Education:Diploma in Cybersecurity, Computer Engineering, Network Security, or a closely related technical field.

• Core Technical Skills:

  • Strong troubleshooting skills with Windows/Linux OS and PC hardware components.

  • Solid understanding of basic networking concepts (LAN, VLANs, DNS, and IP routing) to secure and connect edge devices.

  • Comfort with hands-on field equipment and physical hardware handling.

• Operational Strengths:

  • Ability to handle client-facing situations professionally under pressure (especially when meeting tight SLA targets).

  • Good technical documentation skills for generating clear service reports.

  • A security-first mindset to ensure client-facing display networks are kept secure.