SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

Travel Requirements:

This position does not require any travel.

THE ROLE: Technician, Streaming Services

MUST BE ABLE TO WORK BETWEEN 11am and 10pm ET; Saturday - Tuesday

Job Summary:
The position of Streaming Services Technician is responsible for the management and support of multiple live event video delivery through various platforms within a Managed Services environment. The Streaming Services Technician will work with various internal and external teams to ensure timely availability of event resources and to drive resolutions while documenting procedural flows and practices around managed product offerings. The technician will be the primary point of contact for all events assigned by management or team leads, as well as incidents that are generated through monitoring or escalations. The position is subject to shift work and a candidate would be expected to move to different shift hours as needed.

Travel Requirements:

This position does not require any travel

Job Responsibilities:

• Timely Creation, Support, and Destruction of video delivery resources through GUI-based internal platforms on a per-event basis
• Triage and troubleshoot issues involving audio and video streaming
• Documentation of troubleshooting and resolution of issues encountered or reported pre, in, and post-event within an internal ticketing system.
• Participate in training and shadowing internal and 3rd party vendors to understand product and support flows
• Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support.
• Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time
• Manage and respond to electronic alerts, notifications, and changes to environments
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate
• Communicate with customers, partners, peers, and managers regarding event support and incident resolution
• Handle incident and trouble reporting over the phone from National and International Partners
• Read and understand basic networking documentation
• Assist in testing of new features and functionalities
• Other duties as assigned.

Required Skills:

• Ability to expand skillset and knowledge rapidly and focus on specific technological products
• Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word
• Basic understanding of video routing that requires low-latency and high-bandwidth availability
• Ability to multi-task while being attentive and communicating within a team setting
• Handling and escalating highly impactful operational issues to upper Management and/or 3rd party vendor escalation
• Ability to follow a checklist
• Basic understanding of networking components
• Ability to learn quickly and interpret instructions
• Provide and accept critical feedback in a professional manner
• Ability to work in a team and independently to resolve issues with little or no supervision.
• Ability to work in a fast paced and ever-evolving environment.
• Customer service skills and client focus
• Maintaining complex operational processes
• Experience with a managed services provider is a plus.
• Experience with ServiceNow ITSM a plus

Additional Desired Skills:

• 1 year work or education experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS and/or AWS Media Components.
• 1 year work or education experience utilizing a ticketing system such as Remedy, ServiceNow.
• Video Broadcast (Live Event, Multicast, Encoding/Decoding)
• AWS Streaming (MediaLive, MediaConnect, Elemental Live, Elemental Link)
• Cloud Solutions (AWS/Azure)
• ZenMaster/Zixi

Education and Experience:

• High School Diploma/GED or Bachelor’s degree and/or military experience; Computer related field is preferred
• 1 years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
• 1 years of experience working in a service desk environment
• 1 year in networking using command line/terminal interfaces

Physical Requirements:

May involve extensive periods of standing, walking, and sitting along with monitoring video containing occasional loud noise levels, strobe lights or light shows.

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients’ IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40 US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://www.presidio.com

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit:https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.comfor assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

#LI-AV

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)