Desktop Support- Must Have Media Industry Experience- Remote

Contract Duration: 1 year contract
Work Hours: 10AM - 8PM

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• Minimum 1 year experience working in a digital media business, particularly in an operations role
• Technical proficient and able to diagnose and debug complex technical issues quickly
• Ability to follow established processes and workflows to ensure that all work is completed per group standards

Desired Characteristics:

• ITIL Foundation Certification or higher
• Experience with streaming in a direct-to-consumer video business highly preferred
• Knowledge of video streaming platforms and cloud computing providers a plus
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives
• Ability to understand large complex software systems and their interdependencies
• Effective at managing multiple issues with conflicting priorities under tight deadlines
• High attention to detail and accuracy
• Strong analytical, organizational, and problem-solving skills
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Fosters a culture of teamwork, unity, accountability, responsibility and respect

Responsibilities:

• Monitors the availability and performance of the end-to-end systems responsible for the delivery of Direct-to-Consumer platforms
• Acknowledges system alerts and responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
• Ensures all incidents are recorded in ServiceNow and categorized properly
• Assesses impact & urgency and composes detailed, accurate impact statements
• Quickly identifies needed support teams and engages them for triage and resolution activities
• Coordinates audio conference bridges for major incidents to bring together all teams and vendors required to resolve the incident
• Ensures that incident ticket communication/documentation is accurate, timely, clear, and concise
• Creates shift status Executive Summaries highlighting major incidents
• Assists in post incident review activity to create a more efficient incident management process for future incidents
• Assists in Change Management process, reviewing content quality of change requests and ensures that all changes are deployed according to approved schedule