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Presidio · 5 days ago

Technician, Streaming Services (USA Remote)

United States

Full-time

Remote

Entry Level

1+ years exp

Presidio is at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. The Streaming Services Technician will manage and support live event video delivery, ensuring timely availability of resources and driving resolutions while documenting processes. This role requires collaboration with various teams and effective communication with customers to resolve issues.

Cloud InfrastructureInformation ServicesInformation Technology

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

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

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

Qualification

BroadcastContent Delivery NetworksCisco IOSAWS Media ComponentsTicketing systemsNetworking command lineVideo routingLucidChartMicrosoft WordCustomer service skillsAttention to DetailTeamwork

Required

High School Diploma/GED or Bachelor's degree and/or military experience

2 year degree in a computer related field is preferred

Minimum of 1+ years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment

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

1+ year in networking using command line/terminal interfaces

1+ years of experience working in a service desk environment

Ability to expand skillset and knowledge rapidly and focus on specific technological products

Ability to multi-task while being attentive and communicating within a team setting

Basic understanding of video routing that requires low-latency and high-bandwidth availability

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

Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word