Job Description

The Media Engineering Support team is responsible for the sustainment and 24/7 support of the ABC News IT production environment. The Media Engineering Support Specialist is a member of the 24/7 support team and the first point of contact for ABC News users for ABC News IT systems and infrastructure. This position provides support, troubleshooting, resolving and escalating user requests and technical issues. Requests can come in via ServiceNow tickets, email, chat, phone calls and automated system alerts. This position also handles operational tasks such as supporting cloud applications, remote troubleshooting, password resets, access requests, provisioning/de-provisioning accounts, and engaging third party partners. The Support Specialist will complete training on relevant tools and applications and comply with company security practices. The role also includes creating and maintaining support documentation.

Responsibilities

• Has a high level of customer engagement when facilitating a request
• Possesses advanced troubleshooting techniques; asks targeted questions, analyzes information, follows knowledge base articles, troubleshoots completely before escalating
• Understands the impact and urgency of issues
• When issues cannot be resolved, concisely articulates the problem and key information for internal and external teams during triage; facilitates triage through communication and vendor engagement
• Prepares and sends out communications related to incidents and changes
• Partners with technical teams to ensure technical standards and best practices are followed in deployment of new infrastructure as needed
• Partners with business users to understand requirements to support deployment of new infrastructure as needed
• Supports and participates in network and system sustainment projects as needed, including image management, vulnerability scanning, and user access management as directed by the Sustainment team lead
• Partners with key vendor partners to ensure deployments and updates are aligned with vendor standards and practices

Required Qualifications

• Experience working on a technical support team or in a call center environment
• Experience using a ticketing system such as ServiceNow
• Fundamental knowledge in networking protocols and troubleshooting
• Familiarity with distributed computing environment concepts; local and network based user and group accounts and permissions
• Knowledge of best practices around data security
• Experience supporting Cloud and SaaS Applications and VMware ESX / Horizon, including AWS or Azure applications
• In-depth knowledge of remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications
• Experience with live streaming, transcoding, and CDNs
• Experience with operating system imaging and deployment across a variety of operating systems at an enterprise level
• Excellent interpersonal and communication skills

Preferred Qualifications

• Proven ability to work independently with minimal supervision; self-motivated and capable of taking ownership
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and enjoys solving them
• Capable of following and composing process and procedure documentation and training users in complex topics
• Patience and a desire to provide excellent customer service
• Networking experience preferred; Cisco certifications are a plus
• Ability to understand the needs of employees and make good judgment calls

Required Education

• Bachelors degree or equivalent work experience

The hiring range for this position in [location] is $99,900 to $134,000 per year. The base pay offered will consider internal equity and may vary depending on geographic region, job-related knowledge, skills, and experience. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Entertainment Providers

New York, NY and surrounding areas examples of compensation vary by location and are shown for reference only.

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