Technical Support Representative

3 weeks ago

Bristol, United States RTA US Full time
Job DescriptionJob Description

Our client, a global sports entertainment company, is seeking a Technical Support Representative to provide incident ingest, Level 1 support, and incident management in high volume and fast-paced environment. The Technical Support Representative will focus on monitoring and maintaining the availability of services to restore regular operation quickly and minimize the adverse impact on business operations.

Pay Rate Range: $20.00 to $22.70 per hour depending on experience

Schedule: Thursday 12am-6am (Wednesday night), Thursday 6pm-6am, Friday 6pm-6am, and Saturday 6pm-6am

Location: On-site in Bristol, CT

Duration: 1.5-year W-2 contract position

Responsibilities:

  • 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.
  • Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are 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.
  • Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, and e-mail.
  • Proactively identify and address potential issues or performance bottlenecks.

Basic Qualifications:

  • Bachelor’s degree preferred.
  • Experience in media streaming, television broadcast, transmission, IT, or related fields.
  • Technical background in digital media-related software or media technology support.
  • Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification preferred.
  • Ability to work well under pressure and manage priorities with urgent deliverables.
  • Good communication and interpersonal skills for effective stakeholder and peer interaction.
  • Basic knowledge of incident management processes and best practices.
  • Ability to deliver high-quality results in a heavy multitasking environment.
  • Excellent problem-solving skills and ability to work efficiently under pressure.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.

We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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