Streaming Services Technician (Remote)

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-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.

Travel Requirements:

This position does not require any travel.

Job Responsibilities:

• 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 3^rd 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 3^rd 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:

• 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 system such as Remedy, ServiceNow.
• 1+ year in networking using command line/terminal interfaces.
• 1+ years of experience working in a service desk environment.
• Ability to expand skillset and knowledge rapidly and focus on specific technological products
• Ability to multi-task while being attentive and communicating within a team setting
• Basic understanding of video routing that requires low-latency and high-bandwidth availability
• Handling and escalating highly impactful operational issues to upper Management and/or 3rd party vendor escalation
• Ability to follow a checklist
• Basic understanding of networking components
• Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word
• Must have Internet speed min 200 MBPS download.

Additional Desired Skills and Professional Experience:

• Live Video Broadcast exposure (Live Event, Multicast, Encoding/Decoding)
• AWS Streaming (MediaLive, MediaConnect, Elemental Live, Elemental Link)
• ZenMaster/Zixi exposure
• Documentation and Diagram experience using LucidChart, Navvia and/or Microsoft Word
• Ability to learn quickly and interpret instructions
• Ability to work in a fast paced and ever-evolving environment
• Customer service skills and client focus
• Maintaining complex operational processes
• Experience with a managed services provider is a plus.
• Experience with ServiceNow ITSM a plus
• A drive for Achievement and Effort
• Attention to Detail, Analytical Thinking
• Teamwork, Dependability, Integrity, Persistence, Adaptability and Flexibility

Education 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.

Your future at Presidio

JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

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Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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