Technical Support Engineer

LTN is hiring a Technical Support Engineer that will be responsible for providing front-line technical troubleshooting to B2B customers utilizing LTN’s products/services for their live TV broadcasts. Customers include major cable networks, professional sports leagues, enterprise media distribution, and content owners.

This position will bring live television event services online for customers, respond to problem tickets in real time, complete and document thorough troubleshooting steps, and escalate issues as required.

This role will join a 24x7x365 operation and flexibility in shift schedules is required (evening, partial weekends, occasional overnight).

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The scope of work for this role is much more in line with to NOC/SOC as opposed to Help Desk, Desktop/PC/Printer/Application Support. Technical interviews will focus on Networking and Linux based troubleshooting.

Requirements:

• 2+ years of experience providing technical support directly to end-users via phone and email in a Tier 2 capacity.
• Experience using ticketing systems (we use Zendesk but any similar system is acceptable).
• Network administration skills (ex: switch configuration, network connectivity, VLAN setup)
• Linux OS skills (ex: server configuration, ability to navigate command line and log files).
• Serve as front-line technical and customer support for LTN's products.
• Update and resolve technical support tickets as work is completed.
• Document actions, findings, and results within the appropriate platforms and/or trouble ticketing systems.
• Develop rapport with LTN customers and communicate resolution for issues as they arise.
• Collect logs from customer systems.
• Update software packages for existing systems.
• Assemble and configure hardware interface units.

* LTN is committed to a diverse workforce and is an Equal Opportunity Employer.