IT Technical Engineer

iHeartMedia • Virtual, FL

3d • Remote

About The Position

This is a Customer Support position to install, maintain, and train for the use of the products developed and sold by Florical Systems.

Requirements

• Problem Solving - Identify and resolve problems promptly by gathering and analyzing information, developing alternative solutions, and working well in group problem-solving situations.
• Customer Service - Manage difficult or emotional customer situations. Respond promptly to customer needs, solicit customer feedback to improve service, and respond to requests for service in a timely manner.
• Communication – Write and speak clearly. Carefully observe and listen to understand the context and non-verbal cues. Respond well to questions. Inspire confidence through communication. Solid ability to document and share information.
• Professionalism – Tactfully interact with others. React well under pressure while treating others respectfully, regardless of their status or position. Accept responsibility for your actions and follow through on commitments.
• Computer Skills: Windows Fundamentals – Basic knowledge of Windows Server administration and familiarity with Windows networking concepts, including but not limited to IP addressing, DNS, Active Directory, and SMB/CIF. This includes the ability to install Windows 11 and Windows Server on bare metal or a VM environment.
• Scripting Skills – Some experience with scripting languages, preferably PowerShell or similar (e.g., Python, batch files).
• Data/Configuration Storage - Ability to read, edit, and troubleshoot data formats such as JSON, XML, SQL, and related markup/configuration languages.
• Networking Fundamentals – Understanding of DNS, TCP/IP, and firewall configurations in Windows environments. The ability to capture packets using Wireshark and perform a basic analysis.
• Databases - Working knowledge of SQL or MongoDB database servers. The ability to write simple SQL queries.
• Virtualization - Working knowledge of a popular virtualization platform is a plus.
• Competency with Microsoft 365, including Teams.
• Bachelor’s Degree (B.S.) or equivalent from a college or technical school in an engineering, broadcasting, computer science, or a related field. An equivalent combination of experience, training, and education will be considered.
• Valid driver's license.
• Excellent technical and troubleshooting skills
• Outstanding customer service skills
• Ability to debug wiring and physical layer issues
• Respect for others and a strong belief that others should do this in return
• Expertise with various technical disciplines and applications
• Close attention to detail and quality orientation
• Ability to multitask on a variety of critical projects
• Ability to work independently, while also collaborating with others
• Strong communication skills, particularly when explaining complex technical information
• Ability to provide solutions to problems in situations that are atypical/infrequent
• Analytical thinking and the ability to identify patterns
• Efficiency with own work and impact of team results
• Informal leadership capabilities with an interest in mentoring less experienced team members

Nice To Haves

• Prior experience with a business workflow or project management system such as ServiceNow, Jira, Freshdesk, or TeamSupport is a plus.
• Television engineering or operations experience is a plus.
• Cloud platform experience is a plus.

Responsibilities

• Available for customer service 24hr/day when on-call, as needed.
• Ability to travel and work with customers on-site.
• Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support.
• Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols.
• Edit configuration files and database data on multiple software packages as needed.
• Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems.
• Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements.
• Completing reports, forms, checklists, etc., to document service and installation work.
• Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies.
• Other duties, as assigned.

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance
• Paid vacation and sick time
• Paid company holidays, including a floating holiday that enable our employees to celebrate the holiday of their choosing
• A Spirit day to encourage and allow our employees to more easily volunteer in their community
• A 401K plan
• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving
• A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees