Technician, Streaming Services; Remote

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, 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 customers—to achieve more through innovation, automation, and intelligent insights.

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 technician will work with internal and external teams to ensure timely availability of event resources, drive resolutions, and document procedural flows around managed product offerings. The primary point of contact for events assigned by management or team leads and for incidents generated through monitoring or escalations.

Shift work: must be available to work between 5:00 PM EST and 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.

• Timely creation, support, and destruction of video delivery resources through GUI‑based internal platforms on a per‑event basis.
• Triage and troubleshoot audio and video streaming issues.
• Document troubleshooting and resolution of issues encountered or reported pre‑, in‑, and post‑event within an internal ticketing system.
• Participate in training and shadowing of internal and third‑party vendors to understand product and support flows.
• Create procedural workflow diagrams and step‑by‑step guides for new engagements.
• Interact with advanced engineering groups and vendors to elevate technical issues, provide customer updates, and drive incidents to resolution.
• Manage and respond to electronic alerts, notifications, and changes within environments.
• Be available on‑shift via instant messaging, phone, email, and other acceptable communication methods.

• 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+ year experience in a Technical Operations Center, Network Operations Center, Managed Services, IT professional services, or call center environment.
• Experience with live broadcast feeds preferred.
• Experience maintaining, utilizing, and troubleshooting Broadcast or Content Delivery Networks, Cisco IOS, and/or AWS Media Components.
• Experience with a ticketing system such as Remedy or Service Now.
• Experience using command‑line/terminal interfaces.
• Experience in a service desk environment.
• Ability to rapidly expand skillset and focus on specific technological products.
• Ability to multi‑task while being attentive and communicating within a team setting.
• Basic understanding of video routing requiring low‑latency and high‑bandwidth availability.
• Handling and escalating operational issues to upper management and/or third‑party vendor escalation.
• Ability to follow a checklist.
• Basic understanding of networking components.
• Documentation and diagram experience using Lucid Chart, Navvia, and/or Microsoft Word.

• Live video broadcast exposure (live event, multicast, encoding/decoding).
• Documentation and diagram experience using Lucid Chart, 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 Service Now ITSM is a plus.
• A drive for achievement and effort.
• Attention to detail, analytical thinking.
• Teamwork, dependability, integrity, persistence, adaptability and flexibility.

Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI‑driven analytics, cloud solutions, cybersecurity, networking, digital transformation, and cloud computing, we enable businesses to stay ahead in an ever‑evolving digital world.

Here, your impact is real.…