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L1 Technical Support

4 months ago

Bristol, United States PSG Global Solutions Careers Full time

Apply now and our proprietary system will quickly have you in front of a live recruiter.
The Opportunity
Description
We're looking for a L1 Technical Support, working in Media and Entertainment industry in Bristol, Connecticut, United States.

  • 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 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.
  • 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.

Our Client

Experience Required for Your Success
  • 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

What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?