Technical Support Specialist - L1 & L2

As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.

Digital Media

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
• Identify, resolve or manage the resolution of system issues
• Troubleshoot platform issue raised by clients or XRs and escalate to the next level if can’t be solved beyond the expertise
• Communicate to other department and teams keeping stakeholders and management informed
• Updating and managing Knowledge base
• Manage escalation process of issues from L1
• Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations
• Own and track tasks within SLAs

Operational Efficiency

• Ensure low error rate – Check material is available for ingestion within SLA
• Document client issues via phone, email or in person and respond to client within the agreed timelines
• Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered
• Always work efficiently and effectively, using correct workflow and work procedures
• Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes
• Monitor and track TVC distribution to meet client deadlines and Adstream SLA’s
• Manage orders on behalf of clients with view to converting client to direct usage of the system at appropriate time
• Ensure all resends and additional fees are charged for
• All new clients need to have files tested before first order and cleared to follow the process
• In conjunction with Traffic, prioritising Ingest tasks to meet SLA's and customer's requirements.
• Executing the following tasks in a proficient manner: Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time

Specialist Knowledge/Experience Required

• Experience in a relevant position;
• Experience in software testing and correction
• Consistent performance under pressure
• Demonstrated success at troubleshooting and excellent communication skills
• Strong knowledge/skills in at least 4 areas from the list below:
• No-SLQ (Mongo)
• Linux/UNIX systems
• JSON and XML syntax
• RESTFul API
• GIT (understanding, work experience)

• Basic scripting and programming: XML, JavaScript and Bash.

Desirable knowledge/skills:

• Jenkins (ability to develop jobs)
• Knowledge of AWS CloudWatch or MS Azure
• Experience in Confluence apps (Connect, Jira)
• Message Broker system (AMQ)
• Work experience with workflow solutions
• ITIL Certification
• Familiarity with graphics and video editing software Desirable:
• Familiarity with graphics and video editing software
• Knowledge and experience working with packet analyzer programs
• Bachelor’s degree or equivalent tertiary qualification or certification
• ITIL Certification People Skills
• Strong team player with ability to work with remote and international teams
• Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency
• Self-motivation and drive - confidence to work on own initiative and with limited supervision and
• Ability to effectively prioritize and manage conflicting internal and external tasks
• Positive, can-do attitude, problem solver, inspiring and driven
• Able to communicate effectively at all levels within a large organisation
• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed
• Proven relationship building skills
• Excellent communication skills, both oral and written English
• Additional languages will be beneficial
• May be required on occasion to work outside standard working hours
• Candidates must be eligible to work and live in the country of employment