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Technical Analyst 1

Location : Glendale, CA or Bristol, CT
Job Type : Temp/Contract
Compensation : 22.00 USD/HOUR
Hours : Full Time
Required Years of Experience : 1+
Travel : No
Relocation : No

Job Description :

Contract: 12 months


Location: Glendale, CA or Bristol, CT
Work Schedule: Shifts are 6pm to 6am. EST. Or 3pm to 3am PST.




This group operates a high volume and fast-paced environment where it relies on a Support Center to provide Level 1 support for all programming contribution and distribution for the company.



  • Coordinates, diagnoses, and attempts to troubleshoot incoming employee and partner support calls, tickets, and web forms which includes assigning incident/tickets for Level 1 support for global media production and distribution systems such as satellite or broadcast, critical business applications that support the company’s mission and our Consumer Software Applications.

  • Dispatch/escalate issues to Level 2 or 3 if unable to resolve quickly.

  • Answer calls for support, dispatch, communicate, assist in the resolution and document the response for all reported technical issues.

  • Capture the incident and create a ticket and enter it into a ticket tracking system.

  • Assist with account creations, or easy password resets may be needed.

  • First call when there is any type of issue comes to this team.

  • Monitor slack channels or receive calls from studios- for satellite outages, outages at remote sites and most media delivery platforms

  • Operate within the Service Now and Jira environments and ensure that procedures around tracking and reporting issues are being followed.

  • Execute various support runbooks to resolve Level 1 incidents as reported from a variety of different methods (self-service ticketing, phone, email, etc.) These runbooks span broadcast technology, IT support and software support. The majority of our runbooks are specific to the company and training will be provided.


 


*Additional Information:



  • Shifts are 6pm to 6am. EST. Or 3pm to 3am PST. They need to be in proximity to an office. NY, Bristol, or Los Angeles. Right now they are remote, but if offices open they will need to come on site. These are entry level type roles and are not heavily technical.


Required Qualifications :

Basic Qualifications:


 



  • Experience monitoring large network systems including LAN/WAN/WLAN systems, routers, firewalls, servers, storage.

  • Basic to intermediate computer certification(s) or ITIL Certification

  • Has entry level of knowledge related to PCR, MCR, ACR, studio, digital, audio, and other broadcast type facilities and their operational use and maintenance.

  • Has entry level of knowledge related to software support including database management; introductory programming skills; experience managing Cloud environments  


Preferred Qualifications:



  • 1+ years of experience in television broadcast, transmission, IT or related fields.

  • Minimum, Associates degree and or comparable military/civilian work experience in an appropriate technical area.


 

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