Associate Technical Support
Synamedia
Experience: 0 - 1 years
Salary: Best in Industry
Location: Bangalore
Synamedia
Synamedia is hiring freshers as Associate Technical Support. Candidates from multiple batches are eligible for this role. The detailed eligibility and application process are given below.
About Company
Synamedia Ltd. is a video technology provider headquartered in Staines-upon-Thames, UK. Its products cover content distribution and delivery, video processing, and video security.
Company Info
Website: http://www.synamedia.com/
Job description
Job Profile / Roles
- Proactive Monitoring and resolving the alarm both application and system level
- Handling Tickets coming via Email, Alarms, phone and ticketing tools
- Performing deep analysis on ticket and target is to resolve the ticket on Tier 1
- Forward Ticket that cannot be addressed by the Tier 1 to SRE and Engineering Team
- Triage the Ticket with customer, SRE and engineering team.
- Monitoring alarm and Ticket queue consistently
- Monitoring the SLA associated with Ticket
- Work as a team member, providing support to colleagues as and when required.
- Starting the VM / Services to restore the services to prevent the outage
- Share new solutions with the group as part of “Sharing Best Practices”
- Contribute & Participate for the overall improvement of the program / company.
Activities / Responsibilities
- Front line technical service reliability operators accountable for handling critical customer issues coming in via support phone line and ITSM tools.
- Emergency Handling and Service Restoration
- Provision users and configuration management
- Responsible for first touch incident resolution (via TSG or SOP) or escalation to the appropriate resource in line with the SLAs.
- Responsible for monitoring the live service via Moogsoft alerts, Heads Up Displays, Manual service checks or customer escalations.
- Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard, document sequence of events).
- Document and refine Phone Script, TSGs and SOPs.
- Service Request Management (User Provisioning, Client Invites, Environment requests, Deployments, etc.)
- Responsible for refining Service Centre tools and process
- Accountable for working upstream with Dev on monitoring, tools and architecture to deliver security, reliability, manageability and availability at scale.
- Accountable for Executive response and communication
- Accountable for developing tools to reduce restoration times and cost of operations.
- Command and control during High Priority Events.
- Problem Management/Retrospectives
- Accountable for deploying services to production environments.
- Perform and manage routine tasks:
- Incident Management Console Queue
- Alarm Console Queue
- Field Engineering Queue
- Jira Bug Console Queue
- Service Center Action Queue
- Heads Up Display (HUD)
- Slack Group Chat, Lync Messages
- TV3 Group Mailbox
- Respond SC phone calls
- Writing Automation Scripts, Generate Custom Reports
- Set Top Box (STBs)/OTT box setup
Skills
- Troubleshooting on complex IT , Cloud, On Prem , DevOps environment with understanding of Media Platforms.
- Excellent exposure/hands on Linux, Cloud (Azure/OpenStack/Google cloud) , basic Networking skills
- Good exposure on incident management tools
- Good exposure monitoring tools like ELK /Zabbix /Prometheus
- Good to have knowledge of Media products.
- Strong Troubleshooting skills
- Knowledge on Shell scripting / python scripting
- Good to have exposure on automations.
- Basics multimedia concepts in Mpeg2, H.264, TS, OTT, IPTV, HD & SD resolutions, 4K TV, DRM, VOD, Live streaming, PPV, Adaptive Streaming
Advantageous / Skills to be learned:
- Video technology: Digital TV, VoD, MPEG, ABR, MPEG-DASH, HLS, Cloud DVR etc.
- Routing Protocols: CCNP equivalent knowledge or higher in IP networking
- Scripting: example Python, Perl, bash
- Familiar with AWS, GCE, or Azure
Soft Skills:
- Analytical and troubleshooting skills.
- Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
- Excellent written and verbal communication skills (essential)
- Flexible: Very able to adapt to a changing environment (essential)
- Able to take initiative and drive change (essential)
- Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
- Capacity and passion to help customers. Good customer engagement (essential)
Industry or Sector Experience:
- Prior experience in a technical support capacity (advantageous).
- Prior experience of high-level technical problem solving (essential)
Education:
- Bachelor’s in computer studies or Engineering or equivalent (essential)
- Other relevant technical certification (advantageous)
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