DNOC Technician - Live Events

Deluxe•South Jordan, UT

2d•Hybrid

About The Position

The DNOC Technician - Live Events is an early-career, front-line theatrical support role that helps bring live events to movie theaters across North America. The technician prepares participating theaters before events, provides real-time support while events are on screen, and maintains accurate operational records between events. Training on satellite and electronic content-delivery networks is provided during onboarding; prior experience with those networks is not required. Live events average 3–5 per month, typically last 5–7 hours, and usually occur in the evenings and on weekends. All live-event support is performed on-site in the office. Non-event work follows a hybrid schedule of two days in the office and three days working from home. Weekend schedule changes are communicated at least one week in advance, and schedule adjustments are open to discussion. Pre-event testing and routine DNOC operations take place during the normal work week. Deluxe Cinema Distribution distributes digital and non-digital content to theaters on behalf of major cinema studio clients. The group also manages physical distribution inventory, electronic delivery networks, digital cinema keys and distribution, and exhibitor support. Deluxe is a global media and entertainment services company with more than 3,500 employees worldwide. The position is based in South Jordan, Utah, and is full-time and exempt.

Requirements

At least 2 years of technical customer service, NOC, or equivalent experience or education.
Willingness to learn satellite and electronic content-distribution networks; training is provided during onboarding.
Availability to work on-site in the office for each live event, averaging 3–5 events per month, typically during evenings and weekends.
Exemplary phone, email, and customer-service skills, including the ability to remain calm and clear under live-event time pressure.
Ability to understand operational workflows and procedures in a technical environment using multiple systems and platforms.
Strong attention to detail in recordkeeping, audits, and reporting.
Knowledge of database workflows, ticketing systems, and information management.
Ability to work independently and take ownership of work.
Ability to prioritize and pivot quickly between tasks.

Nice To Haves

Prior experience in customer support, technical support, or a help desk role.
Experience in a NOC or similar operations environment.
Familiarity with satellite delivery technologies such as VSAT, RF modulation, multicast, and IP encapsulation.
Familiarity with digital cinema (DCP) and theater playback equipment.
Experience with Linux CLI, SSH, RDP, RAID, and/or AWS.
Experience working with networked systems, appliances, or servers in a LAN environment.
Experience writing or maintaining technical documentation.

Responsibilities

Coordinate and schedule pre-event tests with participating exhibitors.
Remotely configure theater-side equipment to receive live-event content.
Provide technical support and validation for participating theaters during pre-event test windows.
Answer inbound calls from theaters and resolve live-event issues in real time while on-site.
Respond to event support requests received by email.
Post regular status updates in the team’s chat.
Troubleshoot reception and playback issues across satellite and e-delivery networks, escalating as needed.
Maintain accurate records in DNOC systems and regularly audit records and data.
Contribute to post-event reporting.
Remotely support installation and ongoing maintenance of DNOC equipment at theaters.
Support day-to-day, non-event DNOC distribution operations.
Troubleshoot and resolve content-delivery issues for theaters.
Perform time-sensitive content-management tasks.
Complete assigned maintenance tasks to keep the network healthy.