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Technical Support

3 months ago

Bristol, United States Tentek, Inc. Full time

Client location: Bristol, CT

Work location: Bristol, CT (onsite)

Work Hours: Night Shift as follows:

• Thursday: MIDNIGHT – 6 AM ET

• Thursday: 6 PM ET – 6 AM ET (Friday)

• Friday: 6 PM ET – 6 AM ET (Saturday)

• Saturday: 6 PM ET – 6 AM ET (Sunday)

Duration of Assignment: 18 Months

W2 Only Position

JOB DESCRIPTION:

Responsibilities:

Incident Intake & Escalation:

• Serve as the main point of contact for handling incidents reported by stakeholders.

• Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.

• Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.

• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

Documentation, Incident Tracking and Reports:

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.

• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.

• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring:

• Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.

• Proactively identify and address potential issues or performance bottlenecks.

Qualifications:

• 1+ year of relevant experience.

• Ability to work well under pressure and manage priorities with urgent deliverables.

• Ability to deliver incredibly high-quality results in a heavy multitasking environment.

• Good communication and interpersonal skills for effective stakeholder and peer interaction.

• Basic knowledge of incident management processes and best practices.

• Familiarity with media streaming technologies, platforms, and protocols.

Preferred Qualifications:

• Experience in working in media streaming, television broadcast, transmission, IT or related fields.

• Technical background in digital media-related software or media technology support.

• Excellent problem-solving skills and the ability to work efficiently under pressure.

• Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification

Required Education:

• Bachelor’s degree