Operations Support Engineer

Our client, an innovative and fast-growing live and real-time video transport service provider to the media industry, is looking for an Operations Support Engineer.

Their network is used to provide LIVE event production services for customers. They are known for providing reliable, innovative solutions for production and exceptional customer service. Their customers rely on their expertise and flexibility, not only for content production, but added production value through additional services and distribution.

Position Summary:

The Operations Support Engineer will be responsible for assisting in managing and carrying out the core functions of the 24/7 Support Operations Centers located in Columbia, Maryland as it relates to production, transport and added-services workflows. This position supports live TV broadcast delivery for major cable networks, media contribution/distribution, content owners and sporting events.

As part of the Operations organization, the Operations Support Engineer will work to bring full-time, occasional use and live event services online for customers, respond to problem tickets and escalations, complete and document thorough troubleshooting steps, escalate issues or situations as requested and/or required and will communicate with transparency and a clear passion for the Customer experience.

The role requires management of multiple systems and workflows to support the growing needs of our dynamic Customer base. Any candidate must be cognizant of a 24x7x365 environment which requires a flexible approach to potential shift schedules and may involve weekends, nights and/or holidays.

Essential Duties/Responsibilities:

• Collect logs from Customer systems
• Update software packages for existing systems
• Assemble and configure hardware interface units
• Update and resolve support tickets as work is completed
• Serve as technical and Customer support for proprietary products
• Provide regular updates to Support Leadership and key Company stakeholder teams
• Provide proactive, honest and productive feedback related to process, training and development
• Document actions, findings, and results within the appropriate platforms, repositories and/or trouble ticketing systems
• Manage systems and schedules associated with various workflows, equipment, and production
• Implement and follow workflows/processes as they are developed or published
• Develop rapport with customers and communicate resolution for issues as they arise

Requirements:

• Bachelor's Degree (or equivalent work experience)
• Experience in LIVE broadcast and/or digital media industry, technologies and platforms
• Understanding of video/audio signal flow, routing, and monitoring
• Minimum 1-year Linux systems experience
• Referenced expertise in at least one of the following areas:

• IP video transport (RTMP, MPEG Transport Stream, NDI, HLS)
• Live event broadcasts (sports, extreme sports, E-sports, corporate, etc.)
• Cloud platforms (AWS/Azure/GCP/IBM)
• Master Control services (closed captioning, ad insertion, monitoring, recording)
• Experience utilizing various management and communication tools (i.e. XYTech, Zendesk, Slack, etc.)

• Exceptional verbal and written communication skills
• Ability to multi-task and prioritize workloads while meeting expectations and delivering results that meet Company defined SLAs and timelines
• Highly organized, efficient, detail oriented and a self-starter
• Superb time-management skills
• Flexible and adaptable in both workflow and technological skills
• Willingness and ability to learn and expand on current skills and knowledge base
• Positive, team-oriented mindset
• Passionate about innovative solutions and customer service
• Foundational understanding of NOC associated workflows (event production, master control services, digital events, dedicated and occasional use content delivery, etc.)
• Must be legally authorized to work in the US
• Must be able to provide proof of COVID vaccination

Additional Preferred Qualifications:

• Experience writing shell scripts and/or Python scripts and using regular expressions
• Working knowledge and experience with Internet protocols, TCP/IP, IP multicast
• Strong knowledge and experience configuring IP networks and troubleshooting in a Linux environment
• Experience working for an ISP or admin troubleshooting for an enterprise network
• Experience in an operational role supporting services delivered via Internet environments, platforms and networks
• Unix system administration / Network Administration experience
• Experience with industry-standard broadcast equipment
• Network Operations Center and/or Customer Service experience