Digital Support Engineer (ABC News)

The Media Engineering Support team is responsible for the sustainment and 24/7 support of the ABC News IT production environment. The Media Engineering Support Specialist is a member of the 24/7 support team and the first point of contact for ABC News users for ABC News IT systems and infrastructure. This person will be responsible for providing support, troubleshooting, resolving and escalating (as required) user requests and technical issues. These requests can come in via ServiceNow tickets, email, chat, phone calls and automated system alerts. This position is also responsible for operational tasks such as supporting cloud applications, remote troubleshooting, password resets, access requests, provisioning/de-provisioning accounts, and engaging third party partners. The Support Specialist will be expected to complete training on relevant tools and applications and comply with company security practices. In addition, they are responsible for creating and maintaining support documentation.

Responsibilities:

• Has a high level of customer engagement when facilitating a request
• Possesses advanced troubleshooting techniques; asks targeted questions, able to analyze the information received to determine the right path forward; follows knowledge base articles and troubleshoots completely before escalating
• Understands the impact of an issue and the level of urgency needed
• When an issue cannot be resolved by the team, can concisely articulate the problem and the key pieces of information to read in internal and external teams during a triage; can facilitate a triage through communication and vendor engagement
• Prepares and sends out communications related to incidents and changes
• Partners with the technical teams to ensure technical standards and best practices are followed in deployment of new infrastructure as needed
• Partners with business users to understand their requirements to support the deployment of new infrastructure as needed
• Supports and participates in network and system sustainment projects as needed including image management, vulnerability scanning, and user access management as directed by the Sustainment team lead
• Partners with key vendor partners to ensure deployments and updates are aligned with vendor standards and practices

Required Qualifications:

• Experience working on a technical support team or in a call center environment
• Experience using a ticketing system such as ServiceNow
• Fundamental knowledge in networking protocols and troubleshooting
• Familiarity with distributed computing environment concepts; local and network based user and group accounts and permissions
• Knowledge of best practices around data security
• Experience supporting Cloud and SaaS Applications and VMware ESX / Horizon, including AWS or Azure applications
• In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications
• Experience with live streaming, transcoding, and CDNs.
• Experience with operating system imaging and deployment across a variety of operating systems at an enterprise level
• Excellent interpersonal and communication skills

Preferred Qualifications:

• Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas and take ownership of work
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride in solving them
• Capable of following and composing process and procedure documentation and training users in complex topics
• Patience and a desire to provide excellent customer service
• Networking experience preferred; Cisco certifications are a plus
• Ability to understand the needs of our employees and make great judgment calls

Required Education:

• Bachelor’s degree or equivalent work experience.

The hiring range for this position in [location] is $99,900 to $134,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.