Support Engineer, Technical Operations

Job Locations USA-PA-Philadelphia
ID
2021-1874
Category
Operations
Type
Regular

Overview

The Technical Operations Center (TOC) Support Engineer is the first point of contact in coordinating incident resolution and service requests while actively monitoring critical systems and platforms. This role works closely between our Support Desk, Product, Engineering, DevOps, and Quality Assurance teams to provide support and platform stability across our streaming, application and cloud based ecosystems.

 

Location: This opportunity is currently remote, however, the individual in this role would need to be within commuting distance of Philadelphia, PA when the office opens.

Responsibilities

What you'll do..

 

The Support Engineer is responsible for monitoring and administering all systems, as required. You  will act as the Operations Point Of Contact (POC) for all Critical Event Management. You will be responsible for Ticket Management across multiple services/environments, requiring updating and resolution of service requests and incidents while meeting response & resolution SLA's. 

 

Responsibilities include but not limited to: 

  • Coordinate and support users and groups through the enterprise via service requests and incident resolution within the digital teams or other identified groups. 
  • Work closely with other internal departments, BPO teams and vendors in collaborating support requirements to ensure all methods, processes and procedures are followed, up-to-date and fully adopted.
  • Ability to work in ambiguous situations and initiate technical aptitude to drive resolution. 
  • Provide direct support escalation for initial triage and troubleshooting to various SME’s and Teams.
  • Own and manage the Technical Operations ticket queue, escalations to Product Operations and Engineering teams as outlined in the SOP and fulfillment of established SLAs.
  • Ability to identify, categorize and prioritize individual and critical issues received dependent on their severity. 
  • Execute routine system health checks for critical systems, applications, and platforms.
  • Perform system, application or platform validation after a Major Incident or Change. 
  • Provide technical guidance and information to end-users. 
  • Effectively communicate product bugs and issues to management and established groups.
  • Identify and create knowledge base content for the Help Centers through end-user inquiries.

Qualifications

About you:

 

Required:

  • Must be willing to work in a 24x7x365 environment with rotating shifts, including weekends. The shifts schedules for this position are subject to change, but are currently: 1st Shift: 5am - 1pm 2nd Shift:10am - 6 pm 3rd Shift: 3pm - 11pm*
  • Excellent customer service and communication skills to provide high quality, efficient service through multiple channels. * Passion for helping customers and solving problems
  • Ability to flex communication style based on audience and situation 
  • Working knowledge of Microsoft Word, Excel, Google Docs and JIRA (Confluence).
  • Practical hands-on experience monitoring and responding to events in cloud-based environments such as Microsoft Azure and Amazon Web Services (AWS). 
  • Previous experience monitoring cloud applications using monitoring tools such as Sumo Logic, New Relic, DataDog, Splunk etc.
  • 3+ years in a technical operations center (TOC), network operations center (NOC) or security operations center (SOC) environment. 
  • Ability to troubleshoot and resolve technical issues is a MUST. 
  • 5+ years experience using enterprise ticketing tools such as Zendesk, Remedy or Service Now. 
  • Knowledge and experience working with the following is preferred.
  • Enterprise-level Content Management Systems (CMS) * Mobile devices (iPhones, iPads, Androids, Tablets, etc.) and their operating systems
  • Alexa Devices, Google Home, Roku, Apple TV, Chromecast and other home entertainment systems. * Excellent writing and communication skills, including the ability to communicate complex technical issues in plain language.
  • Bachelor’s degree or prior experience in equivalent roles for 3+ years.
  • Flexibility and willingness to work in a 24x7 operations environment.
  • Must Have a valid driver's license, satisfactory completion of a motor vehicle record check, and, if the position requires the use of applicant's own vehicle, proof of insurance, is required

Preferred

  • Knowledge or certification of ITIL V3.0 a strong plus, but not required. 
  • Knowledge of streaming media protocols: HTTP Live Streaming (HLS), MPEG-DASH, RTP, RTSP, etc.
  • Strong understanding of HTTP networking (protocol, cookies, authentication, cache, security, and performance).
  • Good working knowledge and experience of technologies that support a web presence, including but not limited to HTML, CSS, JavaScript, JSON 
  • Hands-on experience with audio or video encoding software is a plus. 

 

To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus.  If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.

 Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated.   Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process.  If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process.  All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department.  We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.

Vaccination Requirements

To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus.  If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.

 

Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated.   Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process.  If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process.  All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department.  We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.

About Us

Audacy, Inc. (NYSE: AUD) is a scaled, multi-platform audio content and entertainment company with the country’s best radio broadcasting group, a leader in virtually every segment of audio, and America’s #1 creator of original, premium audio.  Audacy engages over 170 million consumers each month, bringing people together around the news, sports, podcasts and music that matter to them. Learn more at www.audacyinc.com, Facebook (Audacy Corp) and Twitter (@AudacyCorp).

EEO

Audacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.