Streaming Services Technician

*THE ROLE: Technician, Streaming Services* *Position: Full time* *Location: Orlando FL/Irving TX* MUST BE ABLE TO WORK BETWEEN 11am and 10pm ET; Saturday - Tuesday Job Summary: The position of Streaming Services Technician is 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.
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 3rd 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 Communicate with customers, partners, peers, and managers regarding event support and incident resolution Handle incident and trouble reporting over the phone from National and International Partners Read and understand basic networking documentation Assist in testing of new features and functionalities Other duties as assigned.
Required Skills: Ability to expand skillset and knowledge rapidly and focus on specific technological products Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word Basic understanding of video routing that requires low-latency and high-bandwidth availability Ability to multi-task while being attentive and communicating within a team setting Handling and escalating highly impactful operational issues to upper Management and/or 3rd party vendor escalation Ability to follow a checklist Basic understanding of networking components Ability to learn quickly and interpret instructions Provide and accept critical feedback in a professional manner Ability to work in a team and independently to resolve issues with little or no supervision.
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 Additional Desired Skills: 1+ year work or education experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS and/or AWS Media Components.
1+ year work or education experience utilizing a ticketing system such as Remedy, ServiceNow.
Video Broadcast (Live Event, Multicast, Encoding/Decoding) AWS Streaming (MediaLive, MediaConnect, Elemental Live, Elemental Link) Cloud Solutions (AWS/Azure) ZenMaster/Zixi Education and Experience: High School Diploma/GED or Bachelor’s degree and/or military experience; Computer related field is preferred 1+ years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
1+ years of experience working in a service desk environment 1+ year in networking using command line/terminal interfaces Physical Requirements: May involve extensive periods of standing, walking, and sitting along with monitoring video containing occasional loud noise levels, strobe lights or light shows.
\*\*\*\*\* ABOUT PRESIDIO Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization.
Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.
Job Type: Full-time Pay: Up to $20.
00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Experience level: * 1 year * 2 years Schedule: * Weekends as needed Experience: * Video streaming: 1 year (Required) * Helpdesk: 1 year (Required) * Ticketing system: 1 year (Required) Work Location: Remote