BIT Production Support Specialist

Job Description

The Job

WarnerMedia seeks a BIT Production Support Specialist for the HBO – Service Mgmt & Fin Ops department.

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.
• Associate's degree in electronics, computer science, or a related field (or equivalent education/experience/training).
• 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.

Jobcode: Reference SBJ-rb761x-18-117-76-7-42 in your application.