Technical Support Specialist

Roles and Responsibilities

• Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues through to resolution with prompt and accurate feedback to customers.
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Use procedures for proper escalation of unresolved issues.
• Ensure proper recording and closure of all issues through a tracking system.
• Prepare accurate and timely reports, as needed.
• Document knowledge in the form of knowledge base technical notes and articles.
• Provide on-site support, as required.

Qualifications and Requirements

• Technical knowledge of broadcast systems.
• Customer service experience in a technical support environment.
• Excellent critical thinking, troubleshooting, and debugging skills.
• Focused and organized with attention to detail.
• Must be able to work with a team as well as independently.
• Must possess a valid driver’s license, passport, and able to travel as needed.

Additional Strengths:

• Familiarity with OpenGear platform.
• SDI, waveform/vector scopes.
• Automation Systems.
• IP (MPEG/2110/etc.)
• Network switch familiarity/CCNA certified.
• Knowledge of Microsoft Office applications.