Operations Support Engineer - LIVE Broadcast Experience Required

Operations Support Engineer

Our client, an innovative and fast-growing live and real-time video transport service provider to the media industry, is looking for an Operations Support Engineer.

Their network is used to provide LIVE event production services for customers. They are known for providing reliable, innovative solutions for production and exceptional customer service. Their customers rely on their expertise and flexibility, not only for content production, but added production value through additional services and distribution.

Position Summary:

The Operations Support Engineer will be responsible for assisting in managing and carrying out the core functions of the 24/7 Support Operations Centers located in Columbia, Maryland as it relates to production, transport and added-services workflows. This position supports live TV broadcast delivery for major cable networks, media contribution/distribution, content owners and sporting events.

As part of the Operations organization, the Operations Support Engineer will work to bring full-time, occasional use and live event services online for customers, respond to problem tickets and escalations, complete and document thorough troubleshooting steps, escalate issues or situations as requested and/or required and will communicate with transparency and a clear passion for the Customer experience.

The role requires management of multiple systems and workflows to support the growing needs of our dynamic Customer base. Any candidate must be cognizant of a 24x7x365 environment which requires a flexible approach to potential shift schedules and may involve weekends, nights and/or holidays.

Essential Duties/Responsibilities:

• Collect logs from Customer systems
• Update software packages for existing systems
• Assemble and configure hardware interface units
• Update and resolve support tickets as work is completed
• Serve as technical and Customer support for proprietary products
• Provide regular updates to Support Leadership and key Company stakeholder teams
• Provide proactive, honest and productive feedback related to process, training and development
• Document actions, findings, and results within the appropriate platforms, repositories and/or trouble ticketing systems
• Manage systems and schedules associated with various workflows, equipment, and production
• Implement and follow workflows/processes as they are developed or published
• Develop rapport with customers and communicate resolution for issues as they arise