Technician, Streaming Services

Presidio • ,

3d • Remote

About The Position

The Technician, Streaming Services manages and supports multiple live-event video deliveries across various platforms in a Managed Services environment. The role coordinates with internal and external teams to make event resources available on time, resolve issues, and document procedures and practices for managed product offerings. The technician serves as the primary point of contact for assigned events and for incidents raised through monitoring or escalation. The position involves shift work, including changing shift hours as needed, and communication with customers, partners, peers, and management by phone, instant messaging, video, and email.

This is a remote role in the Continental United States with 5% associated travel. The technician must be available to work between 3:00 PM and 2:00 AM EST, Saturday through Tuesday, every week, and must have internet speeds of at least 200 Mbps to use tools and live-streaming platforms in real time.

Requirements

• High school diploma or GED.
• At least 2–3 years of experience in a Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
• 2–3 years of work or education experience maintaining, using, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS, and/or AWS Media Components.
• 2–3 years of work or education experience using a ticketing system such as Remedy or ServiceNow.
• 2–3 years of networking experience using command-line or terminal interfaces.
• 2–3 years of experience working in a service desk environment.
• Ability to rapidly expand skills and knowledge and focus on specific technology products.
• Ability to multitask, remain attentive, and communicate in a team setting.
• Basic understanding of video routing requiring low latency and high bandwidth.
• Ability to handle and escalate high-impact operational issues to upper management and/or third-party vendors.
• Ability to follow a checklist.
• Basic understanding of networking components.
• Documentation and diagramming experience using LucidChart, Navvia, and/or Microsoft Word.
• Availability to work between 3:00 PM and 2:00 AM EST, Saturday through Tuesday, every week.
• Internet speeds of at least 200 Mbps.

Nice To Haves

• Bachelor's degree or two-year degree in a computer-related field.
• Live video broadcast exposure, including live events, multicast, and encoding/decoding.
• Experience with AWS streaming products such as MediaLive, MediaConnect, Elemental Live, and Elemental Link.
• ZenMaster or Zixi exposure.
• Ability to learn quickly and interpret instructions.
• Ability to work in a fast-paced, evolving environment.
• Customer service skills and client focus.
• Experience maintaining complex operational processes.
• Experience with a managed services provider.
• Experience with ServiceNow ITSM.
• Experience with live broadcast feeds.

Responsibilities

• Create, support, and decommission video delivery resources in GUI-based internal platforms for individual events.
• Triage and troubleshoot audio and video streaming issues.
• Document troubleshooting and issue resolutions occurring before, during, and after events in an internal ticketing system.
• Participate in training and shadowing with internal teams and third-party vendors to learn products and support processes.
• Create procedural workflow diagrams for new engagements and step-by-step support guides.
• Work with advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution, often across multiple groups.
• Manage and respond to electronic alerts, notifications, and environment changes.
• Remain available during shifts through instant messaging, phone, email, and other approved communication methods.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED