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Streaming Services Technician

2 months ago

Irving, United States Presidio Full time

Job Summary:

As a Streaming Services Technician you will be responsible for the management and support of multiple live event video delivery through various platforms within a Managed Services environment. The Streaming Services Technician will work with various internal and external teams to ensure timely availability of event resources and to drive resolutions while documenting procedural flows and practices around managed product offerings. The technician will be the primary point of contact for all events assigned by management or team leads, as well as incidents that are generated through monitoring or escalations. The position is subject to shift work and a candidate would be expected to move to different shift hours as needed. The candidate will be expected to interact with customers, partners, peers, and management via phone, IM, video, and email to ensure customer issues are resolved and documented.

Must be available to work between : PM EST through : AM EST Tuesday through Saturday every week.

Travel Requirements:

This position does not require any travel

Job Responsibilities:

Timely Creation, Support, and Destruction of video delivery resources through GUI-based internal platforms on a per-event basis Triage and troubleshoot issues involving audio and video streaming Documentation of troubleshooting and resolution of issues encountered or reported pre, in, and post-event within an internal ticketing system. Participate in training and shadowing internal and rd party vendors to understand product and support flows Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support. Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time Manage and respond to electronic alerts, notifications, and changes to environments Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate Timely Creation, Support, and Destruction of video delivery resources through GUI-based internal platforms on a per-event basis Triage and troubleshoot issues involving audio and video streaming Documentation of troubleshooting and resolution of issues encountered or reported pre, in, and post-event within an internal ticketing system. Participate in training and shadowing internal and rd party vendors to understand product and support flows Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support. Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time Manage and respond to electronic alerts, notifications, and changes to environments Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate

Required Skills: 

Ability to expand skillset and knowledge rapidly and focus on specific technological products Ability to multi-task while being attentive and communicating within a team setting Basic understanding of video routing that requires low-latency and high-bandwidth availability Handling and escalating highly impactful operational issues to upper Management and/or rd party vendor escalation Ability to follow a checklist Basic understanding of networking components Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word

Additional Desired Skills:

Video Broadcast (Live Event, Multicast, Encoding/Decoding) AWS Streaming (MediaLive, MediaConnect, Elemental Live, Elemental Link) Cloud Solutions (AWS/Azure) ZenMaster/Zixi exposure Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word Ability to learn quickly and interpret instructions Ability to work in a fast paced and ever-evolving environment. Customer service skills and client focus Maintaining complex operational processes Experience with a managed services provider is a plus. Experience with ServiceNow ITSM a plus A drive for Achievement and Effort Adaptability and Flexibility Attention to Detail, Analytical Thinking Teamwork, Dependability, Integrity, Persistence

Education and Experience: 

High School Diploma/GED or Bachelor’s degree and/or military experience. year degree in a computer related field is preferred Minimum of + years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment. + year work or education experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS and/or AWS Media Components. + year work or education experience utilizing a ticketing system such as Remedy, ServiceNow. + year in networking using command line/terminal interfaces. + years of experience working in a service desk environment.