Technical Support

Job Description:  Technical Support

PLEASE READ: Must be onsite in Bristol - No Hybrid. 

Work Schedule below: We are the first point of contact for majority of the broadcast and production teams across our television and media applications. The person hired will work on the Incident Ingest team, whose main responsibility is to ingest and validate issues across our Technology organization. Ingestion of the issues can occur via phone, email, or slack. The individual should have technical knowledge and customer service experience. The Ingest team provides Tier1 support to our customers and can also resolve requests based on Run-Book documentation. 

Candidates MUST be willing to work the following schedule below:

Back Nights
Thursday: MIDNIGHT – 6 AM ET
Thursday: 6 PM ET – 6 AM ET (Friday)
Friday: 6 PM ET – 6 AM ET (Saturday)
Saturday: 6 PM ET – 6 AM ET (Sunday)
 

Job Duties:
Incident Intake & Escalation
• 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.

Documentation, Incident Tracking and Reports
• 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.

Monitoring
• 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. 
 

Required Skills & Experience:
• Typically has 0-1 years of relevant experience, excellent customer service skills
• 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.
 

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

Required Education: Bachelor’s Degree