Media Technician

1 month ago


Boston, United States Public Media Management - PMM Full time

About us 

Public Media Management (“PMM”) is an innovative hybrid-cloud service designed to provide a complete media distribution and master control solution to Public Media stations nationwide. Utilizing a unique mix of on-prem hardware, cloud services, and software automation, PMM delivers the services and support that broadcast stations depend on 24/7/365. 


As a Media Technician, you will be a part of our Network Operations Center (“NOC”) working directly with clients as their first line of support. You will be part of a small team responsible for maintaining day-to-day operations and using collaborative problem solving to provide a wide range of technical support. 

Responsibilities are broken down into three main categories. 


Providing client support 

  • Serve as the first point of contact for clients and provide them with friendly and professional assistance via phone, email, or chat. 
  • Build and maintain strong relationships with clients and guide them on best practices, product features, and updates. 
  • Manage a ticketing system to track, prioritize, and resolve client issues and requests in a timely manner. 
  • Maintain a robust technical understanding of the system and be able to provide remote troubleshooting in high impact scenarios. 
  • Keep records of communication, steps taken, resolutions, and feedback from clients using CRM software or other tools 

 

Systems and Broadcast monitoring 

  • Monitor computer systems, servers, and network infrastructure, and respond quickly to system alerts and messages. 
  • Proactively identify and communicate potential impacts to client operations and provide recommendations for improvement or resolution. 
  • Collaborate with technicians and vendors to troubleshoot system errors, perform system maintenance, and drive solutions forward. 
  • Make quick and effective judgment calls to handle any on-air issues that arise in the broadcast television field. 

 

Content Management 

  • Manage a large and growing library of content, performing quality checks of incoming media and applying comprehensive metadata. 
  • Catalog and audit and evolving database of media, validating program changes, future acquisitions, and the remove of outdated content. 
  • Communicate media changes and availability to clients, ensuring accurate data across a multitude of end user systems. 

 

Qualifications: 

  • 1-2 years’ experience in media or technology and/or a degree from an accredited media engineering school with appropriate training certification. 
  • Ability to build and sustain strong relationships with clients through excellent interpersonal skills, responsiveness, credibility, knowledge, and patience. 
  • Able to rapidly absorb and implement new technologies and procedures. 
  • Experience in providing technical support or troubleshooting 
  • Strong knowledge in Microsoft Windows, file management, network storage volumes, uploading/downloading files, and remote desktop connections 
  • General knowledge of film, video and audio formats, and digital encoding and compression formats/techniques 
  • Experience with customer service, CRMs and ticketing systems 
  • Prior experience with Sony Ci, Crispin automation or Myers ProTrack is a plus. 


Schedule:

We are looking to fill Media Technician positions for the overnight shift. Work is primarily on-site with hybrid-remote flexibility and would begin with a 3-month 9-5 Mon-Fri training period. Shifts consist of (4) 10-hour days per week, “Day” (08:00-18:00) “Mid” (14:00-00:00) and “Overnight” (23:00-09:00). 


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