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Technical Engineer, News Agency

Thomson Reuters Professional & Consulting Services 2/14/2018 4:05:21 AM Hong Kong, Hong Kong
Job Description

Technical Support Engineer, News Agency


Position Summary

Reuters News Agency is seeking a Mandarin/English speaking Technical Support Engineer in the Asia region to provide best-in-class Service and Support for our customers, distribution partners and internal customers.  

The successful applicant will be responsible for managing 2nd level support calls across News Agency distribution systems and content products covering broadcast video, pictures, graphics and online content. 

The role requires excellent technical and troubleshooting skills to ensure that problems and opportunities are dealt with quickly and effectively, in addition to a collaborative and pro-active approach and a keen interest in learning new technologies. 

In Reuters News Agency we view service at the heart of our business. We have re-engineered our service organization to deliver a best-in-class experience for our customers – from initial installation to on-going support. In short – we see service as a competitive weapon – not an add on to our core business.

Role Responsibilities 

  • Provide engineering expertise on News Agency products, applications and entire distribution portfolio
  • Provide second level support for problem resolution, including reproduction of customer issues
  • Perform customer site break fix activities remotely, or dispatch to site when required, using global consistent methodologies and tools
  • Escalate major, elusive or recurrent issues that affect customer satisfaction
  • Manage migration activities for legacy products and support for alpha and beta programs
  • Provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers
  • Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
  • Provide feedback to development and qualification teams
  • Provide technical training to both front line support teams and 3rd party engineers
  • Provide pre-sales consultancy for Sales teams as required, including customer demonstrations, and advice on functionality and integration aspects of the product suite
  • Work as part of the project implementation team to integrate Thomson Reuters products at customer site as required, along with technology training to customers as needed

Qualifications and Experience Required

  • Languages required: Mandarin and English
  • 2+ years relevant experience coupled with industry standard certification or qualifications in a relevant technical field. 
  • Strong experience in a technical customer support or systems engineering/integration role
  • Strong experience performing root cause analysis
  • Experience performing escalations and follow up to incident resolution
  • Good understanding of Video, Media and Web technologies, APIs, UNIX, and Windows OS
  • Strong problem management, troubleshooting and analytical skills
  • Ability to work with virtual teams to successfully deliver projects or resolutions to escalations
  • Ability to communicate effectively with various internal and external teams
  • Logical thinker and problem solver who is self motivated and a strong contributor within a team
  • Independent worker with excellent time management and escalation skills
  • Thomson Reuters product knowledge a benefit

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Hong Kong-Hong Kong
Req #: JREQ096138
Locations: Hong Kong-Hong Kong
Job Function: Professional & Consulting Services
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