L1 Technical Support

KellyMitchell

Bristol, CT

Expired: 9 days ago Applications are no longer accepted.

Full-Time

Job Description

The Opportunity
Description

We're looking for a L1 Technical Support, working in the Media & Entertainment industry in Bristol, Connecticut, United States.

Serve as the main point of contact for handling incidents reported by stakeholders.
Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
Analyze incidents thoroughly to understand their scope and impact.
Work tickets, triage, and/or escalate as necessary.
Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.
Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
Proactively identify and address potential issues or performance bottlenecks.

Experience Required for Your Success

1 year of relevant experience
Ability to work well under pressure and manage priorities with urgent deliverables
Ability to deliver incredibly high-quality results in a heavy multitasking environment
Good communication and interpersonal skills for effective stakeholder and peer interaction
Basic knowledge of incident management processes and best practices
Familiarity with media streaming technologies, platforms, and protocols

Company Description

Diversity is our legacy, our today, and our tomorrow.
As an employee-owned, women-led organization, we have a long-standing commitment to fostering a diverse and inclusive workforce while helping our clients achieve the same. We’re inspired to do our best work every day because our best work enriches careers and lives, drives business successes, and fuels technology innovation.

Why Work Here?

Working at KellyMitchell is fun, fast, and full of growth and high-earning opportunities.

Diversity is our legacy, our today, and our tomorrow. As an employee-owned, women-led organization, we have a long-standing commitment to fostering a diverse and inclusive workforce while helping our clients achieve the same. We’re inspired to do our best work every day because our best work enriches careers and lives, drives business successes, and fuels technology innovation.