Digital Media Support Specialist

5 days ago


Bristol, Connecticut, United States Optomi Full time

Optomi Career Opportunity

An Entry-Level Service Desk Analyst is required to join Optomi's growing team in Bristol, CT, in partnership with a global leader in the entertainment and media industry.

Key Responsibilities:

  • Act as the principal point of contact for stakeholders, handling incidents reported through various channels.

  • Capture incident details efficiently via phone calls, Slack interviews, or monitoring interpretation.

  • Analyze incidents to understand their scope and impact, working tickets, triaging, and escalating as necessary.

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

  • Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments, ensuring adherence to procedures around tracking and reporting issues.

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

  • Contribute to the knowledge base by documenting solutions, best practices, and troubleshooting procedures.

  • Monitor various service-health platforms and stakeholder communication platforms, including Slack, DataDog, BigPanda, and email.

Requirements:

  • Bachelor's degree in a relevant field is required.

  • Typically has 0-1 years of relevant experience.

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

  • Ability to deliver 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.



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