Job Description

As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.



Digital Media

Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times. Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media. Identify, resolve or manage the resolution of system issues Troubleshoot platform issue raised by clients or XRs and escalate to the next level if can't be solved beyond the expertise Communicate to other department and teams keeping stakeholders and management informed Updating and managing Knowledge base Manage escalation process of issues from L1 Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations Own and track tasks within SLAs
Operational Efficiency

Ensure low error rate - Check material is available for ingestion within SLA Document client issues via phone, email or in person and respond to client within the agreed timelines Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered Always work efficiently and effectively, using correct workflow and work procedures Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes Monitor and track TVC distribution to meet client deadlines and Adstream SLA's Manage orders on behalf of clients with view to converting client to direct usage of the system at appropriate time Ensure all resends and additional fees are charged for All new clients need to have files tested before first order and cleared to follow the process In conjunction with Traffic, prioritising Ingest tasks to meet SLA's and customer's requirements. Executing the following tasks in a proficient manner: Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time

Requirements

Specialist Knowledge/Experience Required

Experience in a relevant position; Experience in software testing and correction Consistent performance under pressure Demonstrated success at troubleshooting and excellent communication skills Strong knowledge/skills in at least 4 areas from the list below: No-SLQ (Mongo) Linux/UNIX systems JSON and XML syntax RESTFul API GIT (understanding, work experience) Basic scripting and programming: XML, JavaScript and Bash.

Desirable knowledge/skills:

Jenkins (ability to develop jobs) Knowledge of AWS CloudWatch or MS Azure Experience in Confluence apps (Connect, Jira) Message Broker system (AMQ) Work experience with workflow solutions ITIL Certification Familiarity with graphics and video editing software Desirable: Familiarity with graphics and video editing software Knowledge and experience working with packet analyzer programs Bachelor's degree or equivalent tertiary qualification or certification ITIL Certification People Skills Strong team player with ability to work with remote and international teams Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency Self-motivation and drive - confidence to work on own initiative and with limited supervision and Ability to effectively prioritize and manage conflicting internal and external tasks Positive, can-do attitude, problem solver, inspiring and driven Able to communicate effectively at all levels within a large organisation A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed Proven relationship building skills Excellent communication skills, both oral and written English Additional languages will be beneficial May be required on occasion to work outside standard working hours * Candidates must be eligible to work and live in the country of employment