Technical Support Engineer
About The Position
LTN is hiring a Technical Support Engineer that will be responsible for providing front-line technical troubleshooting to customers utilizing LTN's products/services for their live TV broadcasts. Customers include major cable networks, professional sports leagues, enterprise media distribution, and content owners. This position will bring live television event services online for customers, respond to problem tickets in real time, complete and document thorough troubleshooting steps, and escalate issues as required. This role will join a 24x7x365 operation and flexibility in shift schedules is required (ex: evening, partial weekends, occasional overnight).
Requirements
- 2+ years of experience providing technical support directly to end-users via phone and email in a Tier 2 capacity.
- Experience using ticketing systems (we use Zendesk but any similar system is acceptable).
- Network administration skills (ex: switch configuration, network connectivity, VLAN setup)
- Linux OS skills (ex: server configuration, ability to navigate command line and log files).
Responsibilities
- Serve as front-line technical and customer support for LTN's products.
- Update and resolve technical support tickets as work is completed.
- Document actions, findings, and results within the appropriate platforms and/or trouble ticketing systems.
- Develop rapport with LTN customers and communicate resolution for issues as they arise.
- Collect logs from customer systems.
- Update software packages for existing systems.
- Assemble and configure hardware interface units.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
