Technical Support Engineer- Mediastream – Mountain View

Responsibilities:
Customer Satisfaction through the management of incoming Service Requests is the primary responsibility at this level. This team manages the more in-depth customer problems that are escalated from Level II support team. Management of these cases includes customer calls, troubleshooting, replication and potential escalation to the ESE or Lead. There may also be travel to a customer site to continue work on an unresolved issue. These individuals will have the responsibility of ensuring that our information repositories contain accurate, up-to-date information. They may also be given the responsibility of being a ?Designated Engineer? for one or more Major Accounts.

Technical Requirements:

The following bullets are requirements that position you best for success in this role. You will be a major part of how this organization grows and these requirements change for the better.

• Strong engineering aptitude and demonstrated ability to apply those skills.
  
• Excellent teamwork, communication (verbal and written), and customer-facing skills.
  
• Demonstrated excellent problem-solving abilities.
  
• Strong computer skills, including detailed knowledge of operating system and network concepts. Ability to develop and debug at the shell script level.
  
• Ability to troubleshoot in complex network and multi-device environment.
  
• Knowledge of television broadcast engineering, system standards, digital video, HD video formats, automation systems, graphic creation, production workflow, video signaling, and video or network system integration. Experience in the production of television, video, or film programs is a plus but not necessary for this position.
  
• Experience supporting equipment or systems in mission-critical environments
  
• Experience working with Support systems (Call Tracking, IVR, ACD, Web, Support knowledge database)
  
• Experience working with Code level application debugging and testing equipment / engineers
  
• Strong Project Management skills
  
• Experience with XML, Triple I commands, automation logs & standard automation commands
  
• General understanding of Microsoft Operating Systems, Networking, and ODBC configurations.
  
• General understanding of database applications such as Access, Excel, SQL.
  
• Proficient with Microsoft Office, Excel, MSWord, Outlook (Email, Calendar Scheduling, Tasks).
  
• Full understanding in using and testing RS232 or RS422 protocols
  
• Working knowledge in Macro Programming (Excel VB, Deko Macro's)
  
• Experience in programming nontrivial applications in C, C++, Visual Basic, or other procedural language.
  
• Ability to travel (20% sometimes as great as 50%)
  
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