Level 2 Technical Support Analyst

SCOPE OF RESPONSIBILITY

- Technical Support Analyst provides telephone and/or (e-mail, CRM based) technical support to customers, field service staff and other stake holders in resolving basic and intermediate level technical and user problems with modular systems, encoding solutions, satellite receivers and IPTV product solutions.
- Support analyst analyzes and interprets data surrounding a customer problem issue and determines a plan of corrective action. Identifies if issue is a software problem, hardware problems, process error or configuration problem; isolates and corrects problems with products and processes.
- Coordinate problem-solving efforts between the Customer, Field Service Personnel, Level 3 Product Support, Customer Program Managers, Support Department Management, Engineering and other internal departments.
- Provide software support, investigation and analysis of product problems related to assigned product set.
- Shift work may be required (1st, 2nd, or 3rd). After hours, weekends and holiday on-call support, overtime on a scheduled basis, is required.

DAILY & DEPARTMENT ACTIVITIES

- Technical support staff will participate in is daily, weekly, monthly department activities including but not limited to attending internal staff meetings, core team meetings, attend identified professional and product oriented training sessions.
- Technical support staff members are responsible for administrative department activities such as time card submittals, time tracking, weekly reports and case audit reviews.

QUEUE MONITORING/CASE HANDLING/CASE MANAGEMENT/CASE ESCALATION

- The technical support position is one that is primary focused on handling customer issues through case management.
- Technical Support Analysts are responsible for monitoring the call queue via the CRM web interface.

SKILLS:

SPECIFIC KNOWLEDGE/SKILLS

- Degree Type: BS preferred or technical degree
- Bilingual - Spanish preferred
- Technical degree preferred.
- 1+ customer service experience/strong interpersonal skills.
- Self-starter with demonstrated ability to multi-task and work in a team environment.
- Ability to perform tasks with limited supervision.
- Diagnostic experience and troubleshooting skills are required.
- 2+ year experience with Cable based products.
- An understanding of the TV Broadcasting digital video.
- H.264 video compression is a strong plus.
- A general understanding of the IPTV digital video.
- Technical experience in computer skills.
- Intermediate Linux and CentOs.
- Intermediate Cisco/Juniper skills a plus.

TECHNOLOGY-RELATED QUALIFICATIONS FOR SUPPORT POSITION

- Satellite transmissions (uplink)
- Cable head-end
- Satellite receivers (freq, modulation, vcms)

DIGITAL AUDIO/VIDEO

- Broadcast TV
- MPEG compression (MPEG2, MPEG4, HEVC)
- MPEG2 transport stream structure (PIDs, Tables)

OPERATING SYSTEMS/SOFTWARE

- Linux
- Scripting
- Databases

COMMUNICATIONS

- IP
- Serial
- Telnet/SSH, FTP/SCP, HTML