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Technician, Streaming Services (Sat -Tues 11am-10pm EST)

Company: Presidio, Inc.
Location: Orlando
Posted on: May 27, 2023

Job Description:

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen.
WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.
THE ROLE: Technician, Streaming Services- Must be flexible to work Sat -Tues 11am-10pm EST; Must be flexible during seasonal work.
Job Summary:
As a Technician, Streaming Services, you will be responsible for video and audio stream resource creation and monitoring as well as incident management across multiple different platforms within a Managed Services NOC setting. The Streaming Technician will identify issues, troubleshoot, and work with various internal and external teams to drive resolutions while documenting procedural flows and practices around managed product offerings. The technician will be the primary point of contact for all issues with video streams, incidents assigned by management or team leads, as well as new incidents that are generated through monitoring systems. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The candidate will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLAs while documenting all actions and communication in the ticketing system, ServiceNow.
Travel Requirements:
This position does not require any travel. Must be flexible to work Sat -Tues 11am-10pm EST; Must be flexible during seasonal work.
Job Responsibilities:

  • Perform various pre-game, in-game, and post-game procedures and checks to ensure proper resources are available to consumers of video and audio
  • Monitor streams to ensure correct and quality video, audio, and graphics are available throughout the duration of a video streams
  • Assist on calls with clients and internal peers.
  • Document troubleshooting steps and resolution of issues within ticketing system.
  • Participate in training and shadowing internal and 3rd party vendors to understand product and support flows
  • Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support.
  • Triage and troubleshoot reported issues involving network, video streaming, and various products by utilizing established and approved Knowledge Articles and flow charts.
  • Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time.
  • Manage and respond to electronic alerts, notifications, and changes to environment.
  • Engage onsite resources and 3rd party vendors for hardware resets and onsite troubleshooting.
  • Be available while on-shift through several different venues - Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
  • Maintain excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects.
  • Communicating with customers, peers, team and managers regarding incident, request and change management.
  • Create and maintain good technical documentation.
  • Assist in testing of new features and functionalities
  • Other duties as assigned.

    Required Skills:

    • Ability to expand skillset and knowledge rapidly and focus on specific technological products
    • Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word
    • Basic understanding of video routing that requires low-latency and high-bandwidth availability
    • Ability to multi-task while being attentive
    • Handling and escalating highly impactful operational issues to upper Management and/or 3rd party vendor escalation
    • Basic understanding of networking components
    • Ability to follow and update runbooks, guides, and checklists
    • Ability to learn quickly and interpret instructions
    • Provide and accept critical feedback in a professional manner
    • Ability to work in a team and independently to resolve issues with little or no supervision.
    • Ability to work in a fast paced and ever-evolving environment.
    • Customer service skills and client focus
    • Maintaining complex operational processes
    • Experience with a managed services provider is a plus.
    • Experience with ServiceNow ITSM a plus

      Additional Desired Skills:


        Education and Experience:

        • High School Diploma/GED or Bachelor's degree and/or military experience.
        • 2 year degree in a computer related field is preferred
        • Minimum of 1+ years of experience working in IT professional services, service desk, or call center environment.
        • 1+ years work or education experience maintaining, utilizing, and troubleshooting Cisco IOS and/or AWS Media Components.
        • 1+ years work or education experience in a Network or Transmission Operations Center.
        • 1+ years work or education experience utilizing a ticketing system such as Remedy, ServiceNow.

          Technology/Area of Specialization:

          • Streaming Services (Elemental, MediaLive, MediaConnect, Video Routing)
          • Network
          • Collaboration (Voice/Video)
          • Cloud Solutions (AWS/Azure)
          • Monitoring Platforms (ZenMaster [Zixi], TAGvs)

            ABOUT PRESIDIO
            Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.
            Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.
            For more information visit: http://presidio.com
            Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.
            To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
            If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.
            Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.
            Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

            Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Presidio, Inc., Orlando , Technician, Streaming Services (Sat -Tues 11am-10pm EST), Professions , Orlando, Florida

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