Level 2 Technical Support

iHeartMedia • Ogallala, NE

6d • Onsite

About The Position

RCS Worldwide is a leading broadcast software provider, serving the broadcast, music, and media intelligence markets. We are seeking a 24/7 resource for troubleshooting software, hardware, technology functions, and broadcasting systems across all RCS products and services, with limited support of third-party products or services. This role provides guidance to ensure efficient end-user and internal support services by troubleshooting issues to determine the underlying cause. The position utilizes technical support tools to identify problems and provide solutions for end-user and internal support incidents. Responsibilities may include configuring and maintaining technology functions, software infrastructure, system installations, configuration, upgrades, maintenance, application programming, analysis, data security, and disaster recovery. The role also involves working with Product Leads and Management to ensure all L1 escalations are appropriately prioritized and addressed.

Requirements

• Strong analytical skills.
• Ability to gather and analyze information quickly and effectively.
• Strong interpersonal skills and effective collaboration across QA and Development departments.
• Ability to learn new systems and technologies quickly.
• Experience with various Windows technologies, including but not limited to SQL, IIS, .NET, and basic networking.
• Ability to work independently with minimal supervision while also contributing effectively as part of a team.
• Ability to work effectively under pressure, particularly when dealing with tight timeframes and difficult or emotional client situations.
• Ability to multitask and prioritize workload, escalating when necessary.
• Must be able to recognize when an issue requires additional resources while also knowing when to push back on an escalation.
• Desire to approach problems objectively while looking for better and more efficient ways to troubleshoot our products.
• Ability to read, write, and interpret technical documentation.
• Proven experience and knowledge across various RCS products and services.
• Excellent verbal and written communication skills, with the ability to communicate at a detailed technical level while also distilling advanced concepts into basic principles for teammates.

Nice To Haves

• Respect for others and a strong belief that others should do this in return
• Full proficiency and understanding of job function
• Open communication with colleagues and direct reports that encourages collaboration and team consensus
• Strong problem solving skills
• Efficiency with independent work under minimal guidance
• Commitment to process improvement for overall team effectiveness
• Professional communication that stresses diplomacy, empathy and patience

Responsibilities

• Perform all RCS L1 responsibilities, including answering incoming calls and emails.
• Determine the priority and severity of escalated issues.
• Follow through on escalations to ensure issues are handled according to their priority and severity.
• Participate in a weekly 24/7 on-call rotation.

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance (pursuant to the collective bargaining agreement if applicable)
• Paid vacation and sick time
• Paid company holidays
• 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
• Education Level: No Education Listed