Technician, Streaming Services

Presidio, Where Teamwork and Innovation Shape the Future
At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role 
As a Technician, Streaming Services, 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 3:00 PM EST through 2:00 AM EST Saturday through Tuesday every week. Must have Internet Speeds of at least 200 Mbps to handle tools and live streaming platforms in real time.

Travel Requirements:

This is a remote role situated in the Continental US.  Associated travel will be 5%.

Responsibilities Include:

• 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 3rd 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:

• High School Diploma/GED (Bachelor's degree or 2-year degree in a computer related field is preferred)
• Minimum of 2-3 years of experience working in Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
• 2-3 years' work or education experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS and/or AWS Media Components.
• 2-3 years' work or education experience utilizing a ticketing system such as Remedy, ServiceNow.
• 2-3 years' experience in networking using command line/terminal interfaces.
• 2-3 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

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.
• Experience with live broadcast feeds preferred

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-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 of Generative AI, architecting resilient digital ecosystems, or driving data-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
Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

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, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com

Applications will be accepted on a rolling basis.

 Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

 Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information.

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

Notice of 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.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.

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