Technical Support Engineer

Atlanta, GA 30339-2403 | Contract

Post Date: 03/14/2018 Job ID: 48950 Industry: Technical Support

Technical Support Engineer 

Essential Duties and Responsibilities  
  • Troubleshoot and provide technical support for Local Now to ensure its successful 24x7 operation
  • Monitor the daily operation of the Local Now system to ensure 99.99% up-time
  • Make recommendations to senior staff on best practices, procedures, and tools for optimal support coverage
  • Initiate and facilitate all conference bridge calls, prioritize and distribute calls among staff for next level escalation in a timely manner based on severity level and viewer impact
  • Ensure issues are resolved and documented appropriately and detailed cause and resolution are entered into knowledge base
  • Responsible for resolving   issues and service requests within established service levels
  • Learn and provide technical support for new technology - and also assist in the training and knowledge transfer to Tier 1 support resources to ensure that tickets are logged properly and issues can be managed more efficiently and effectively
  • This position occasionally requires working non-standard hours and holidays and will be required to support off-hours escalation work  


Education, Experience, Certification Requirements
  • Bachelor’ s Degree in computer science or related field, or its equivalent
  • 3+  years of customer support experience in a technical support environment
  • Basic troubleshooting ability with hardware and software and the ability to learn new products quickly
  • Basic knowledge of Windows and Linux OS (ssh, ftp, etc)
  • Experience with the Zabbix monitoring tool a plus
  • Solid understanding of basic networking equipment (switches, routers, firewalls) as well as video streaming software and hardware (video encoders, streaming packagers, etc)
  • Familiarity with content delivery networks a PLUS
  • Familiarity with delivery of video via IP multicast a PLUS
  • Prior use of an incident tracking system
  • Flexibility for overnight, weekend, and holiday work 


Knowledge, Skills and Abilities  
  • Demonstrated experience in working a technical support capacity for a large complex tech stack in a 24x7 environment
  • Demonstrated ability to multi-task and work in a high-pressure environment with a mature and calm demeanor
  • Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause
  • Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication
  • Ability to work closely with vendors and customers to define issues and business needs
  • Self-driven with the ability to work with minimal supervision
  • Ability to direct and facilitate a team of technicians to provide world class customer service while working closely in a coordinated fashion with both internal and external technology resources for support and direction
  • Uses appropriate interpersonal styles and communication methods to inspire and guide individuals and teams toward goal achievement and improving effectiveness
  • Attention to detail and the ability to multi-task in a fast paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives
  • Superb customer service skills including the ability to understand internal and external client needs and expectations to build credibility
  • Provide excellent service and meet or exceed business and technical expectations
  • Ability to establish and maintain productive working relationships with all employees, including technical staff, customers, vendors, and other internal and external business and administrative staff
  • Demonstrates a personal willingness and ability to effectively work in and adapt to a changing environment
  • Plans, organizes and manages resources to successfully complete specific objectives for self and others by collaborating with internal and external teams effectively
  • Uses critical thinking and decision making skills such as the ability to successfully assess options and implications in order to identify value added solutions
  • Takes initiative for managing and continually improving own performance to support organizational needs
  • Familiar with user support best practices and procedures
  • Ability to communicate complex issues to shareholders and business staff to develop a " partnership" culture between technology and business
  • Demonstrated ability to quickly resolve moderately to very complex issues or suggest alternative solutions 
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