Technical Support Specialist

4 weeks ago

Atlanta, Georgia, United States Mondo Full time

Job Title: Technical Support Specialist

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Mondo. As a key member of our IT operations team, you will be responsible for monitoring production systems, addressing failures, and collaborating with teams to document production configurations and set operational standards.

Key Responsibilities:

  • Monitor production systems for performance and address failures or critical issues promptly.
  • Maintain and develop knowledge resources, including processes, procedures, and troubleshooting guides.
  • Collaborate with teams to document production configurations and set operational standards.
  • Analyze and manage the ticket queue, identifying trends for problem investigations.
  • Research and recommend new technologies to improve operational performance.
  • Support scheduled installations, upgrades, and maintenance.
  • Provide on-call support as needed.

Requirements:

  • 2+ years of experience in a media or internet technology operations environment, particularly in Linux/Unix production support.
  • Strong experience in Internet application support within open-source platforms.
  • Technical expertise in server administration, user authentication, configuration management, and networking.
  • Advanced knowledge of cloud technologies and container-based environments (Kubernetes, Docker).
  • Experience with monitoring tools (e.g., Zenoss, Nagios, DataDog).
  • Familiarity with configuration management and automation tools (e.g., Chef, Puppet).
  • Willingness to participate in on-call duties.

Preferred Requirements:

  • Experience with web/systems programming languages (e.g., Python, PHP, Ruby).
  • Familiarity with tools like ServiceNow, PagerDuty, JIRA, and Confluence.
  • Understanding of video encoding and streaming technologies.

Soft Skills:

  • Strong communication skills for interacting with technical and non-technical users.
  • Excellent collaboration and customer service orientation.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Detail-oriented with a focus on processes.

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