Technical Support Engineer

Tasks

The Technical Support Engineer is responsible for supporting our OTT customers. Candidates must have

exceptional customer service, problem solving, and communication skills, and the ability to work in a team

environment. Must have technical depth to communicate with development and other internal organizations at a

peer level as well as convey technical concepts to non-technical individuals. Must possess the ability to work with

minimal supervision and operate as a self-contained business unit within the team.

 

Roles and Responsibilities:

  • Lead the investigation and isolation of unique and challenging problems, collaborate with product

development teams and other support groups to devise a plan for resolution that meets the customer’s

needs.

  • Maintain high levels of customer satisfaction, both external and internal customers.
  • Proactive and Reactive Support
  • Delivery of support within predefined service level agreement.
  • Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
  • Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
  • Define methods and process to lead both customers and internal resources through technical issue deconstruction and analysis.
  • Provide high quality technical documentation
  • Provide direction to others on the management and analysis of issues, review solutions, review

technical documentation for accuracy and depth, deliver non-course based customer training within the environment

  • Participate on On-Call rotation with your peers six months after start date with the team (if needed).
  • Support Services provides 24 x 7 x 365 support. Off-hours support, evening, and weekend shifts may be required on a rotation basis with other team members.

 

Required Professional and Communication Skills, Behaviors:

  • English fluency both verbal and writing is essential
  • Portuguese fluency both verbal and writing is essential
  • University degree in Computer Science, Networks, Programming, Electronics or similar
  • Professional experience in Digital TV area preferred
  • Works effectively in situations involving uncertainty, change, or lack of information
  • Strong Soft skills to managed stress environment with internal/external customers
  • Strong analytical and problem-solving skills
  • Self-starter with ability and ambition to work remotely, or possibly onsite with a specific customer for
  • extended or dedicated periods of time
  • Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in
  • ways which enhance business effectiveness
    • Ability and ambition to quickly learn new technologies underlying TV platforms

 

Technical Knowledge:

  • Strong experience in Red Hat/Linux system administration (Mandatory)
  • Solid understanding of network fundamentals (TCP/IP, Ethernet, subnetting, routing, switches) and
  • network diagnostics skills (Mandatory)
  • Understanding of network protocols and standards such as IP, TCP, UDP, IGMP/multicast, SSH, HTTP,
  • XML, HTML, etc. (Mandatory)

 

Hands-on, understanding or knowledge/skill with the following areas is not mandatory but highly preferred:

  • Familiar with video formats and transmission protocols: RTP, HLS, HSS, SmoothStreaming, MPEG-2,
  • H264, etc. (Mandatory)
  • Familiar with Databases and SQL language
  • Familiar with IPTV set-top boxes and OTT applications

 

Hands-on, understanding or knowledge/skill with the following areas is not mandatory but preferred:

  • Familiar with Windows system administration
  • Familiar with Windows Server: OS, AD, IIS, PKI, WebServices, clustering technologies, Hyper-V
  • Familiar with System Center tools: Operations Manager, Configuration Manager, Virtual Machine Manager
  • Familiar with troubleshooting techniques and tools: NetMon, WireShark, Perfmon, Logparser, etc.

Familiar with PowerShell, C#, .NET

Skills

  • Strong experience in Red Hat/Linux system administration (Mandatory)
  • Solid understanding of network fundamentals (TCP/IP, Ethernet, subnetting, routing, switches) and

network diagnostics skills (Mandatory)

  • Understanding of network protocols and standards such as IP, TCP, UDP, IGMP/multicast, SSH, HTTP,

XML, HTML, etc. (Mandatory)

Details
Activated at 05/24/2019
Locations Lisbon | Portugal
Category Consultants
Contact Nathalie MADEIRA
Application deadline 06/30/2019
Reference AD002087