Telestream · 9 hours ago

Technical Solutions Specialist

Doylestown, PA

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Responsible for triage, troubleshooting, customer and internal communication, problem resolution and customer escalation through root cause analysis if necessary.

Assisting other teammates as needed to collaborate on resolutions.

Write and maintain documentation concerning the support processes, internal tools and scripts, including training material.

Communicate customer needs internally to immediate management, Sales/Professional Services, product and Development Groups.

Communicate with customers throughout the case lifecycle and initiate customer call back after problem resolution to ensure customer satisfaction.

Participate in on-call rotation for off-hour support and rotating shift to staff 24x7 global support model. Ability to participate in on-call rotation is a must.

Assist in the identification of application hardware/software failures that can be addressed through patches, upgrades configuration changes, solution redesign and software development (bug reporting and solution implementation).

Responsible for SLA adherence in terms of first response and resolution times to ensure that service objectives are met.

Creating engineering tickets for bugs while maintaining ownership of the ticket from start to finish to ensure customer satisfaction.

Employee must be able to relate to other people beyond giving and receiving instructions:

Can get along with other coworkers or peers without exhibiting behavioral extremes

Perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others

Respond appropriately to constructive criticism from a supervisor/manager

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cloud solutionsWindows AdministrationTranscodingDatabase queryingCustomer supportProblem analysisTechnical writingSCSI protocolsXMLJSONHTMLMetadataAPIsTelestream productsSpanishFrenchPortuguese

Required

Bachelor's degree in computer sciences or related field of study or equivalent combination of education and experience

2+ years' experience in Information Technology and/or Software Support

Excellent communication skills both verbal and written

Experience supporting cloud and on-prem solutions with an emphasis on cloud

Excellent interpersonal skills and a collaborative style

A demonstrated commitment to high professional ethical standards and a diverse workplace

Proven technical and analytical skills

Ability to Understand complex workflows across multiple servers and mediums

Solid experience in problem analysis and resolution of software problems

Proven ability to function in a self-directed environment

Troubleshooting skills including but not limited to: Windows Administration in Windows Server, 2012, 2016, 2019+ environments, Transcoding (FlipFactor, Vantage, FFMPeg, ContentAgent), Networking- FTP, CIFS, Tcp/ip, UDP, Wireshark, etc, Local Disk (SAN, NAS, Stornext, etc), Cloud Storage (S3, Azure, GCS, etc), Databases such as Oracle Database 12c, 19, Postgres, Database querying/tools such as SQLplus, SQLDeveloper, PGAdmin 4, LTO tape libraries (IBM, SPECTRA, ORACLE), Remote access (VPN, Webex, RDP), Fiber/Switches/HBAs, Digital Video formats (MXF, mov, mp4, etc), Customer support/escalations, Knowledge Management with strong skills in technical writing

Ability to participate in on-call rotation is a must