Technician, Streaming Services (USA Remote)

 Presidio, Where Teamwork and Innovation Shape the Future 
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights. 

The Role
As a Streaming Services Technician you will be responsible for the management and support of multiple live event video delivery through various platforms within a Managed Services environment. The Streaming Services Technician will work with various internal and external teams to ensure timely availability of event resources and to drive resolutions while documenting procedural flows and practices around managed product offerings. The technician will be the primary point of contact for all events assigned by management or team leads, as well as incidents that are generated through monitoring or escalations. The position is subject to shift work and a candidate would be expected to move to different shift hours as needed. The candidate will be expected to interact with customers, partners, peers, and management via phone, IM, video, and email to ensure customer issues are resolved and documented.
Must be available to work between 5:00 PM EST through 3:00 AM EST Tuesday through Saturday every week. Must have Internet Speeds of at least 200 Mbps to handle tools and live streaming platforms in real time.

Responsibilities include: 

• Timely Creation, Support, and Destruction of video delivery resources through GUI-based internal platforms on a per-event basis
• Triage and troubleshoot issues involving audio and video streaming
• Documentation of troubleshooting and resolution of issues encountered or reported pre, in, and post-event within an internal ticketing system.
• Participate in training and shadowing internal and 3rd party vendors to understand product and support flows
• Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support
• Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time
• Manage and respond to electronic alerts, notifications, and changes to environments
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate
• Timely Creation, Support, and Destruction of video delivery resources through GUI-based internal platforms on a per-event basis
• Triage and troubleshoot issues involving audio and video streaming
• Documentation of troubleshooting and resolution of issues encountered or reported pre, in, and post-event within an internal ticketing system.
• Participate in training and shadowing internal and 3rd party vendors to understand product and support flows
• Create procedural workflow diagrams to assist with new engagements and step-by-step guides for support.
• Interact and work directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution often collaborating between more than one group at a time
• Manage and respond to electronic alerts, notifications, and changes to environments
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate

  

Required Skills and Professional Experience 

• High School Diploma/GED or Bachelor’s degree and/or military experience.
• 2 year degree in a computer related field is preferred
• Minimum of 1+ years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
• Experience with live broadcast feeds preferred
• 1+ year work or education experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS and/or AWS Media Components.
• 1+ year work or education experience utilizing a ticketing syst