We are looking for a Technical Support Specialist to join the Access Services team within Red Bee Media.
The role provides first and second line support and maintenance for captioning, audio description and sign language interpretation systems used by global broadcasters.
You will help ensure system stability, efficient incident management and continuous improvement of the Access Services technology estate.
Key competencies
• Providing Technical Support to internal staff, and occasionally to external customers
• Having IT Processes, IT Tools & Infrastructure Knowledge
• Developing basic solutions and tools to support the team and business area
• Maintaining all supported systems in a secure and stable manner
• Patching, configuring & integrating solutions in existing platforms
Additionally, the ICT Engineer should have basic competency in:
• Actively driving and implementing solutions to issues raised
• Actively act on Continuous Improvement Plans
• Actively create and plan cost effective solutions
Key Responsibilities
• To prioritise and triage workload according to operational criticality; by extension, to work calmly in pressured situations
• To reliably log, update and close assigned incident tickets; to link incidents and problems as necessary and own them throughout their lifecycle
• To independently document relevant knowledge for the benefit of the team and wider operation
• To understand and work within the requirements of all customer SLAs
• To own and deliver on involved technical or logistical projects that serve the operation.
• To work as part of a team on an agreed rota (early mornings, late nights, weekends and public holidays)
• To communicate clearly and effectively, ensuring the operation and key stakeholders re notified of any ongoing issues and their resolution
• To work to continually improve service levels, identifying areas of improvement.
• To be part of an on-call group that responds to issues within the Access Services operation out of hours
Skills and Behaviour:
• To have excellent interpersonal skills with the ability to liaise effectively at all levels and to varied audiences in English
• To have the ability and desire to learn new technologies and engage with them
• To have a willingness to take responsibility for technical developments and incidents s they arrive, irrespective of familiarity or expertise
• To have the ability to organise/prioritise work to ensure deadlines are met, often working independently and unsupervised
• To have the ability to quickly understand the Access Service environment (technical, operational and business) and the workflows used to enable efficient support of the operation
• To understand and follow Red Bee Media defined incident, problem and change management processes
• The build professional relationships with all Access Services' staff, internal engineering teams and client engineering teams
• To have a strong understanding of customer service
Highly Desirable:
• Knowledge UNIX / Linux Operating Systems, in addition to the MS Windows environment
• Working knowledge of French or Spanish, to a basic level, would be advantageous
• Experience supporting systems deployed in AWS
• An understanding of different database technologies
• Familiarity with Access Services technology and workflows
• Familiarity with project, operational and training management practices
The work schedule is established according to a rotation determined by the manager: 3 weeks per month from 08:00-17:00 and 1 week per month from 14:00-23:00
Why join Ericsson?
At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Romania (RO) || Bucharest
Req ID: 776426
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