Network Operations Center Technician

OVERVIEW

A thriving, mission-driven multimedia organization, NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation. The NPR audience values information, creativity, curiosity, and social responsibility – and our employees do too. We are innovators and leaders in diverse fields, from journalism and digital media to IT and development. Every day, our employees and member stations touch the lives of millions worldwide. 

Across our organization, we’re building a workplace where collaboration is essential, diverse voices are heard, and inclusion is the key to our success. We are committed to doing the right thing in our journalism and in every role at NPR. This means that integrity, adherence to our ethical standards, and compliance with legal obligations are fundamental responsibilities for every employee at NPR.

INTRO TO POSITION

NPR seeks a highly-motivated and proactive problem-solving individual to join the PRSS Network Operations Center team (NOC).

The Public Radio Satellite System (PRSS) serves as the main interconnection system for public radio, delivering thousands of hours of news, music and specialized programming to public radio stations throughout the United States and U.S. territories, in addition to commercial and private clients. NOC technicians operate, maintain and oversee the overall health of the integrated network management systems 24/7/365 days a year.

NOC technicians are responsible for ensuring the delivery of high-quality audio in a timely and precise manner. Daily tasks include scheduling, routing, and monitoring transmissions using both internet and satellite carriers. Technicians also act as liaisons, providing oversight and control on bartered satellite space and troubleshooting support. Additionally, NOC technicians provide quality assurance inspections for audio files and/or services along with monitoring hardware, and interpreting alarms to catch and avoid points of failure.

NOC technicians often work with departmental colleagues, such as system engineers and developers, to investigate and escalate complex issues, sometimes during fast paced situations. The NOC is the main point of command during system impairments or outages. NOC technicians must demonstrate the ability to lead by communicating calmly and clearly across teams, service providers and clients to quickly restore service and system confidence. 

Successful candidates demonstrate a strong attention to detail, are avid troubleshooters and are collaborative and responsible colleagues. Teamwork, adaptability, professionalism and an evolving growth mindset are desired skill sets. Multiple ranges of expertise will be considered, however, an existing background in broadcast services, particularly content delivery and network content management systems is a plus. 

This is a union represented role covered under the terms of a collective bargaining agreement with NABET-CWA. 

RESPONSIBILITIES

• Creating/modifying automation schedules and monitoring switchers, routers, computers and other hardware in a live and time-driven environment. 
• Escalating potential equipment/off air issues to the attention of support teams and management.
• Operating all technical equipment within the NOC, including broadcast automation equipment and satellite, IP and RF transmission and monitoring equipment.
• Collaborating as a key member a Tiered Help Desk, providing exemplary customer service and troubleshooting steps. Utilizing a ticketing system to ensure full resolution.
• Scheduling, connecting, and routing audio over a variety of IP audio codecs, including Comrex, Z/IP, and GatesAir.
• Monitoring and documenting hourly tasks and findings for information-sharing across day parts
• Performing basic preventive maintenance and operational tests, and reporting unresolved problems to relevant parties and support teams.
• Ensuring file-based programs delivered through our system meet continuity, quality, and completeness standards, and reporting any discrepancies to management and working with the producer/distributor of the program for resolution.
• Creating and delivering system messages to various parties via multiple channels, including email and Slack. 

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be assigned, and this job description can be modified at any time.

MINIMUM QUALIFICATIONS

• Broadcast technical experience, preferably within public media
• Knowledge of standard audio testing practices with broadcast equipment, automation, and procedures.