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Broadcast Support Specialist

3 months ago

New York, United States SuperbTech Full time
Broadcast Support Specialist

  • Location: New York, New York
  • Contract: 18 Months
  • Salary: $52 - $55 per hour
  • Work Schedule: Tuesday through Saturday
As a member of the Media Engineering Operations NY Support Team, you will be part of a team responsible for providing world class 24/7 remote support, resolving, and dispatching every technology issue that comes your way. You are an expert in all our internal and production technologies and must ensure employees stay highly productive in the most secure environment possible. These requests can come in via tickets, email, chat, phone calls, and automated alerts. This position will involve a multitude of operational tasks such as supporting cloud applications, remote troubleshooting, password resets, access requests, provisioning/de-provisioning accounts, dispatching vendors, along with training in applications and security practices, and documentation. Daily duties can consist of prioritizing, resolving, escalating, and scheduling all incoming internal technology support requests. You will partner with cross functional technology and operational teams to ensure requests are being routed and resolved with great customer satisfaction. The Support specialist must also set expectations with the ticket requester and ensure all ticket information is logged correctly.

Responsibilities:
  • Pickup/respond to tickets in team incident queue in a timely and proactive manner.
  • Escalate with engineering, infrastructure, and key leadership teams when experiencing highly visible incidents.
  • Acknowledging active infrastructure alerts within the environment and quickly determining severity/resolution.
  • Perform regular sustainment work that could involve coordination work to secure maintenance windows with stakeholders/technical teams.
  • Responding to technical incidents opened by customers, responding to and/or escalating alerts (storage, physical hardware, networking alerts, etc.).
  • Should have strong communication skills (help desk style), customer service skills, soft skills.
Job Requirements

Basic Qualifications:
  • A minimum of 2 years of IT or Desktop Support/System Administration
  • Strong fundamental knowledge in networking protocols and troubleshooting
  • Familiarity with distributed computing environment concepts; local and network-based user and group accounts and permissions
  • Knowledge of best practices around data security
  • Experience supporting Cloud and SaaS Applications and VMware ESX / Horizon, including AWS or Azure Apps
  • In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications including Office
  • Experience with Live Streaming, Transcoding, CDN's, Avid or Adobe CC and Content management systems are a plus.
  • Advanced knowledge of and the ability to perform remote troubleshooting on various operating systems (Windows, OSX, Linux)
  • Advanced problem-solving skills with a sense of urgency to identify the root cause and implement the fix
  • Strong verbal, written, and interpersonal communication skills
Education:
  • BS degree in Engineering, Information Technology