Technical Support Specialist - L1 & L2

As a key member of the Technical Support team, this role is focused on the receiving and processing of files to a quality that meets the specifications of the destination, within the SLA.

Digital Media

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums, and social media.
• Identify, resolve or manage the resolution of system issues.
• Troubleshoot platform issues raised by clients or XRs and escalate to the next level if they can’t be solved beyond the expertise.
• Communicate with other departments and teams, keeping stakeholders and management informed.
• Update and manage the Knowledge base.
• Manage the escalation process of issues from L1.
• Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.
• Own and track tasks within SLAs.

Operational Efficiency

• Ensure low error rate – Check material is available for ingestion within SLA.
• Document client issues via phone, email, or in person and respond to clients within the agreed timelines.
• Ensure quoting is accurate, timely, and follows rate card and discount rules for products and any other services offered.
• Always work efficiently and effectively, using correct workflow and work procedures.
• Test end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes.
• Monitor and track TVC distribution to meet client deadlines and Adstream SLAs.
• Manage orders on behalf of clients with a view to converting clients to direct usage of the system at the appropriate time.
• Ensure all resends and additional fees are charged for.
• All new clients need to have files tested before the first order and cleared to follow the process.
• In conjunction with Traffic, prioritize Ingest tasks to meet SLAs and customer requirements.
• Execute the following tasks in a proficient manner: FTP and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time.

Specialist Knowledge/Experience Required

• Experience in a relevant position.
• Experience in software testing and correction.
• Consistent performance under pressure.
• Demonstrated success at troubleshooting and excellent communication skills.
• Strong knowledge/skills in at least 4 areas from the list below:
• No-SQL (Mongo).
• Linux/UNIX systems.
• JSON and XML syntax.
• RESTFul API.
• GIT (understanding, work experience).
• Basic scripting and programming: XML, JavaScript, and Bash.

Desirable Knowledge/Skills

• Jenkins (ability to develop jobs).
• Knowledge of AWS CloudWatch or MS Azure.
• Experience in Confluence apps (Connect, Jira).
• Message Broker system (AMQ).
• Work experience with workflow solutions.
• ITIL Certification.
• Familiarity with graphics and video editing software.
• Knowledge and experience working with packet analyzer programs.
• Bachelor’s degree or equivalent tertiary qualification or certification.
• ITIL Certification.

People Skills

• Strong team player with the ability to work with remote and international teams.
• Highly organized, structured, and process-oriented, with great attention to detail, accuracy, and consistency.
• Self-motivation and drive - confidence to work on own initiative and with limited supervision.
• Ability to effectively prioritize and manage conflicting internal and external tasks.
• Positive, can-do attitude, problem solver, inspiring, and driven.
• Able to communicate effectively at all levels within a large organization.
• A quick learner who enjoys overcoming challenges, resolving issues, or escalating as needed.
• Proven relationship-building skills.
• Excellent communication skills, both oral and written in English.
• Additional languages will be beneficial.
• May be required on occasion to work outside standard working hours.
• Candidates must be eligible to work and live in the country of employment.