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Media Technician
3 months ago
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- Catalog and audit and evolving database of media, validating program changes, future acquisitions, and the remove of outdated content.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).
