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Support Engineer - Media Asset Management
Ref No.: 18-00098
Location: Centennial, Colorado
Position Type:Contract
Our major Media Client is seeking a Support Engineer to join their Media Engineering team, to provide hands-on operational support for the Media Asset Management (MAM) application used to orchestrate and automate a variety of media preparation and distribution workflows used by different business units within the company, domestically and internationally. You will represent a point of escalation for their 24/7 Level 1 support team for more advanced technical troubleshooting, communicating effectively with operational customers and other support teams, documenting support cases/tickets thoroughly, reaching out to appropriate software developers and associated engineering groups to actively pursue prompt resolution and root cause analysis.


. Learn and understand company's media management and distribution workflows for effective support those users
. Capture support requests via phone, email or ticketing tool, coordinating assignment with other members of the support team and prioritizing such requests/tickets with L1 support and operational teams
. Assist in the investigation and troubleshooting of support requests, working closely with L1 support, operational customers, software developers, vendors, IT and other engineering groups in the company
. Elaborate Root Cause Analysis (RCAs) reports when needed by team leadership and operational stakeholders
. Work closely with product management and operational customers in identifying, documenting, and communicating production support cases that may translate into product development needs
. Track and document thoroughly life-cycle of the support ticket/case through JIRA, owning the assigned tickets and pursuing resolution within agreed SLAs
. Follow Agile best practices and tools adopted by the team
. Perform basic scripting (Linux shell, Java Script, Python) and/or use of MAM back-end configuration tools to provide temporary or long-terms solutions to support escalations
. Participate in daily operational and support status meetings and calls to represent the support team and report effectively on status of support tickets and additional details required
. Work with client user groups to ensure operational needs are being appropriately met
. Build and maintain a jovial relationship with customers and other operational stakeholder of our application to procure the best customer satisfaction
. Other duties as assigned

Required Skills:

. Education/experience in Computer Science, IT, Engineering or related field/equivalent experience
. MUST BE extremely technically savvy and able to learn new environments quickly
. Minimum 3 years working experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role working directly with customers
. Minimum 3 years working with IT systems, with a solid understanding of network protocols and standards (e.g. DNS, TCP, HTTP, FTP, SSH)
. MUST HAVE experience with Media / Video - CMS, Cloud based video processing, etc.
. Experience managing enterprise media workflows
. Ability to diagnose and troubleshoot basic technical issues
. Ability to provide step-by-step technical help, both written and verbal
. Excellent verbal and written communication skills
. Schedule flexibility is needed to meet on-air operational needs
. Familiarity with broadcast production or video content management systems
. Experience working with Agile and Scrum methodologies/environments for software development and project execution
. Experience with scripting languages with particular emphasis on JavaScript and Python
. Experience working with Unix/Linux environments
. Familiarity with project tracking and collaboration tools such as JIRA and Confluence (Wikis)
. Understanding of Cloud-based environments and settings (AWS)

Trish Jamison

Direct: 212-792-6368
Nationwide: 877-677-6566