Technical Support Specialist BIT Production

Job Description

Technical (help desk) Support Specialist -BIT Production (CNN+)

CNN invented cable news in 1980, defined online news in 1995 and is now taking the next step in expanding what news can be by launching CNN+. With an unrivaled global reach, storytelling, and world class talent, we are building CNN+, a streaming product that will grow the reach and scope of the CNN brand in a way that no one else is doing.

We are journalists, designers and technologists, all united by a powerful mission to inform, engage and empower the world. Join the most trusted and recognized name in news as we build our next chapter.

The Job

This position is responsible for the timely and professional support of a 24x7x365 news and/or entertainment production environment from a centralized call center, with remote access and visibility to company hardware/networks/software. Persons eligible for this position must be very familiar with the network and support infrastructure of our broadcast and computing environment, performing both remote and on-site problem analysis and resolution. Additional responsibilities include participation in assessing, improving, and documenting workflow processes. This position operates in a highly independent fashion, requiring candidates to operate with little supervision. Practical solutions must be found and implemented immediately in order to keep clients working.

The Daily
• Monitor and support Telecom systems including moves, adds and changes using PBX management software, hands on wiring and connectivity of circuits.
• Monitor and support A/V systems such WebEx and Teams to meet accepted standards using diagnostic tools such as SDI scopes, audio/data analyzers, and other equipment.
• Monitor and adjust file-based work flow, on-air and near air critical systems to meet accepted broadcast standards using diagnostic tools such as network analyzers.
• Provide on-site user support for newsroom systems, edit clients for non-linear and digital and desktop PCs, including installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of customer work productivity and/or on-air transmission.
• Must be able to perform installation, maintenance and repair of digital record and edit systems.
• Record critical information in the internal tracking application in order to (a) clearly document the problem, action taken, and end solution for a historical record; (b) monitor and update the status of various customer problems at any given time; (c) provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other Production Support professionals; and (d) capture data to be used by management and Senior BIT Production Support Specialists regarding problem trends, resolution time, costs, or other metrics.
• Respond to customer requests obtained via telephone, email, personal contact, or the internal Production Support application.
• Based on an understanding of hardware, software, newsroom systems, and peripheral technology, determine the nature of the technical problem.
• Implement an acceptable solution that meets the customer's needs in a timely manner.
• Accurately report and track requests for services through to completion including follow up communication with the customer.
• Based on an analysis and evaluation of the technical problem, determine a suitable course of action that considers factors such as the criticality of the hardware/software/peripheral technology environment, the specific technology in question (e.g., operating system, type and brand of hardware, 3rd-party or custom software), connectivity, etc.
• Where necessary, solicit the expertise of other resources (e.g., teammates, other department SMEs, written documentation) to accurately and effectively determine and execute the best solution.
• Test proposed solutions as possible before implementing to ensure compatibility and stability within the WarnerMedia environment, and communicate with the customer in a timely manner to ensure understanding of problem status and resolution.
• Participate in the deployment projects of software and hardware components to our customers, document workflow processes and software/hardware specific install instructions, and other tasks as directed by management.
• Make Lead BIT Production Support Specialist and/or Production Support Manager aware of any escalation issues and/or exceptions in service levels.
• Disseminate technical and departmental knowledge to less experienced team members.
• Ask questions and share information to facilitate individual and team growth.
• Shadow BIT Support Engineers and/or assist when other support resources are limited (e.g., on-air/critical problems).
• Cross-train on broadcast/IT equipment and perform other duties as may be assigned by management.

The Essentials
• Demonstrated knowledge of standard networking protocols, computing operating systems, & LAN/WAN topology.
• In depth knowledge of Microsoft Office suite and standard business applications.
• Demonstrated familiarity with broadcast systems and/or hardware (e.g., VizRT, VCS, Media Asset Mgmt, Non-linear editing).
• 2-4 years in the service and operation of broadcast equipment, computing hardware, and related peripherals.
• Willingness to learn WarnerMedia proprietary equipment and applications.
• Demonstrated familiarity with basic computer networking and system administration.
• Prior experience in radio and/or television desired.
• Professional certification (e.g., A+) preferred.
• Demonstrated knowledge of computer desktop hardware and applications.
• Strong verbal and written communication skills in order to communicate with customers, peers, and vendors.
• Knowledge of standard business practices and professionalism in a customer service environment are essential.
• Excellent customer service skills with attention to detail.
• Ability to work in a team based environment as a full professional with significant contribution to the department.
• Readiness to work with team members to ensure 24/7/365 coverage for our customers.
• A sense of urgency in solving customer requests is essential.

This position is required to work in person at one of our locations in the United States. WarnerMedia requires anyone working in our workplaces in the US to be vaccinated against COVID-19. Exemptions to this vaccine requirement are available to those entitled to reasonable accommodations for religious or medical reasons.

Jobcode: Reference SBJ-rzm9nn-3-16-83-150-42 in your application.