Customer Support Engineer

Job Description

Customer Support Engineer (Temporary) - Remote

Work Locations: With the exception of some select roles that have In-Office requirements, most temporary or third party payroll workers should expect to work remotely, unless otherwise discussed.

Division Story
Production Operations and Engineering consists of a wide range of media centric roles. We are responsible for managing the entire life cycle of A+E's programming. This is where we produce, transform, broadcast and distribute content as well as run the tech infrastructure for the Media Supply chain. We are an energetic team that fulfills the business objectives within a thriving dynamic industry. Developing new solutions to continually improve the user experience of our customers, consumers and colleagues is our mandate. If you have the determination and aptitude we are seeking for a role in this challenging and rewarding business and are eager to work for a department that sets the standard for our industry, then we look forward to speaking with you!

Job Description

As the Customer Support Engineer, you will support all level 1 tickets submitted for incidents, problems, changes, service requests, and knowledge management while adhering to all established service levels. In addition, this position is responsible for building and maintaining trusting relationships with departmental staff, internal business partners, and external vendors. This will ensure the delivery of technical support for A+E Network's Global Media Engineering team.

MORE ABOUT WHAT YOU'LL DO:
• Serve as a primary Support Engineer – answering users' questions and escalating requests to other Engineering, technical and operational teams as required.
• Troubleshoot complex technical issues and help resolve user questions about Engineering systems.
• Provide operational effectiveness and efficiency utilizing the central incident management solution (FreshService) as a single-entry point for user submission.
• Respond to requests via our ticketing system and update tickets as appropriate; communicate status, monitor, and follow up on all requests from submission to resolution.
• Document system workflows and dependencies to make support processes easy to follow and maintain.
• Identify software bugs and coordinate with engineering teams for full technical resolution of issues.
• Identify feature gaps for customers and work with Engineering teams to ensure feature requests are explored and use cases are documented.
• Identify automation opportunities within the media space and help scope maintainable, software-based solutions that would alleviate common support requests.
• Develop systems and processes for documenting support requests, ensuring procedures within support teams are understood and followed, and all user requests get a timely answer.
• Train end-users as needed to support the deployment of new systems, tools, and workflows.
• Assist in testing the latest system releases and updates to make sure they meet user needs.
• Serve as an escalation point to internal teams helping to identify and resolve complex, software-based issues involving multiple systems.

YOUR STORY:
• Minimum one to three years of experience working with technology, software, and media, such as video, audio, and various file types, in a technical support role – ideally with an enterprise technology organization or a media company.
• Experience working directly with users to understand and resolve complex issues.
• Experience working with developers and software engineers.

PREFERED QUALIFICATIONS:
• Understanding cloud computing and the tools available from modern infrastructure providers, with a strong preference for knowledge of AWS (Amazon Web Services).
• Familiarity with Windows operating systems (both desktop and server), with the ability to perform administrative tasks, including configuration and troubleshooting.
• Understanding of enterprise-level Media Asset Management or Digital Asset Management systems.
• Experience with digital content distribution tools.
• Basic understanding of media-related WAN acceleration and file transfer orchestration tools.
• Experience creating and documenting test cases.
• Some experience with video production and post-production technologies.
• Some knowledge of key components involved in storage systems, including SAN, NAS, and archive systems (LTO).
• Self-organized with significant attention to detail and procedures.
• Ability to prioritize and address multiple tasks and projects in a dynamic work environment.
• Ability to work independently and with other members of a team.
• Demonstrates practical and strong interpersonal and written communication skills.
• Proactive and independent ability to resolve technical issues while functioning in a support-team structure.
• Ability to develop and interpret technical documentation for training and end-user procedures.

Please note project assignment associates are engaged to provide service to A+E Networks on a temporary basis in connection with a specific project. Project assignment associates are hired and employed through a third-party vendor with a duration/tenure of no longer than eighteen (18) months.

Compensation
Contract Hourly Pay Rate: $40.00

The pay rate displayed serves as a good faith estimate for this role.

Compensation for the role will be based on a number of different factors

such as a candidate's qualifications, skills, competencies, location, and

experience. Learn more at aenetworks.com/careers.

A+E Networks is proud to uphold an equal opportunity employment policy and employs personnel without regard to race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, physical or mental ability, veteran status, military obligations, and marital status. This policy also applies to all employees, consultants, and third-party workers.
A+E Networks, LLC. is a joint venture of Disney-ABC Television Group and Hearst Corporation.
We are proud to be an Affirmative Action/Equal Opportunity Employer/Disabled/Veterans.

Jobcode: Reference SBJ-g4zqw1-18-224-0-25-42 in your application.