Tech Support Rep, NOC Broadcast

Job Description

Overview and Responsibilities

This is a hands-on position responsible for maintaining the technical integrity of Cloud and on-premise broadcast playout at a major Network Operations Center. Individual is to ensure that all broadcast and IT infrastructure technical areas and services are provided to the highest standards, and complete specific routine tasks as detailed by the supervisory and management staff. The Technical Support Rep. will provide technical support for all Broadcast Services related infrastructure, traditional playout systems, hybrid-cloud playout systems, and streaming technology to ensure the highest possible levels of technical and operational continuity to the ViacomCBS Networks services and client networks. Responsible for maintaining core infrastructure and system health, signal path integrity and signal quality throughout. The individual will also play a critical role in supporting highly secure and highly scalable solutions for application systems that are hosted on-prem or in public cloud (Azure, AWS and Google Cloud).

Basic Qualifications
• AAS Electrical Engineering, AAS Computer Science or equivalent required, BS Electrical Engineering or Computer Science preferred
• At least one foundational IT certification required, including but not limited to CCNA, MCP, CompTIA A+/Network+, VMware Associate
• At least one foundational cloud certification required, including but not limited Microsoft Certified: Microsoft Azure Fundamentals, CompTIA Cloud+, AWS Certified Solutions Architect – Associate
• 2 to 5 years' experience in Information Technology or Broadcast Media environment

Additional Qualifications
• Ability to learn and exhibit engineering-level understanding of a variety of complex broadcast proprietary and IT infrastructure environments
• Clear understanding of potential business impact by Broadcast Infrastructure outages and service-level agreement breaches
• Superb communication skills, verbal, written and interpersonal skills
• Flexible attitude to working practices and current technology
• Knowledge of cloud-based fundamentals and current technological offerings of vendors such as Amazon AWS, Google Cloud, and Microsoft Azure
• Knowledge of DataCenter operations
• Knowledge of Network Management Systems as well as the protocols and methods they utilize to monitor health
• Knowledge of operating system installation and scripted deployment tools
• Knowledge of remote support tools and out-of-band management, such as RDP, VNC, Telnet, and SSH
• Knowledge of scripting using PowerShell, Bash, or equivalent
• Knowledge of basic network troubleshooting using ubiquitous OS tools (ex. ping, trace route, netstat)
• Knowledge of incident management, change management, Configuration management databases, and ITIL terminology
• Knowledge of virtual environments such as VMWare VCenter
• Self-motivated individual with prior experience working in a high-pressure environment delivering consistently sound judgment with critical assignments
• Willingness to learn specific support profiles, with an emphasis on broadcasting and transmission technologies
• Ability to author well-written, detail-oriented technical documentation and Root Cause Analysis when required
• Ability to use a wide-array of software and hardware tools to analyze and solve network health and the flow of media streams in the baseband and IP domains
• Adhere to relevant policies and procedures
• Author basic scripts and queries to audit and deploy live changes into critical production environment
• Ensure completion of all administration and documentation pertaining to work carried out
• Ensure that open faults are logged, escalated, and resolved, using incident management software
• Advance to Management, Engineering Support, and/or Infrastructure teams during high-priority incidents or during a loss of services
• Evaluate and develop ideas for how to modernize and improve upon ViacomCBS's Broadcast and Technical Support services, including legacy processes, manual checklist automation, and service monitoring within the broadcast and infrastructure environments
• Perform configuration and troubleshooting of complex cloud-based and traditional broadcast playout support systems and global distribution models, including, but not limited to baseband video/audio, encoding, multiplexing, and RF entities
• Perform configuration and troubleshooting of infrastructure equipment. This includes, but is not limited to servers, mass storage devices, broadcast proprietary devices, and IT infrastructure equipment
• Perform configuration and troubleshooting of networking devices. This includes, but is not limited to CLI-based device IP setup, firewall troubleshooting, VLAN and subnet configuration issues, identifying network routing problems, and multicast related issues
• Perform configuration and troubleshooting of operating systems. This includes, but is not limited to Windows, Linux, Unix, MAC, and RTOS based systems
• Provide on-call support 24 hours, 365 days per year. Support may entail phone conference, remote support sessions, or physical presence at the facility to assist with equipment failure or other critical outages impacting ViacomCBS's systems
• Respond to technical emergencies with prompt triage and restoration of network outages
• Strong organizational and planning skills with ability to manage multiple time-sensitive assignments
• Use of technical drawings and documents to conduct diagnostics while under stress to restore failed systems

Jobcode: Reference SBJ-gq8k2m-3-144-189-177-42 in your application.