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Job Description The Media Systems Support Technician performs a variety of functions surrounding the in-house integration, implementation and support of broadcast media delivery systems. Once implemented at remote customer locations, these systems facilitate the delivery of digital signage-enhanced television channels to our hospital customers. This role combines a focus on hardware, software, and site-specific integration planning, along with direct interaction with customers to align our solutions and requirements to their environment. Additionally, this role includes pre-deployment device configuration, ongoing systems support functions to address "break fix" actions, system impairments, and changes within the customer's environment. A key component of the support activity includes real-time trouble ticket initiation and management within our service management database and providing back-up support to the "Tier 1" tech support team. The skills necessary to perform these functions include an understanding of IT network operations and security, analog and digital RF/cable TV distribution, a basic understanding of file-based media systems, and superlative communication skills. This role also includes occasional support for internal technical infrastructure utilized for our engineering & operations functions, as necessary.
Job Responsibilities Utilizing customer-provided "survey" information, assemble, configure and test appropriate channel delivery solutions using standard "building blocks" within our media systems toolbox. In collaboration with others on our internal technical team and other customer-facing staff within the company, provide systems and device level technical support to expedite the resolution of customer issues. Proactively evaluate and respond to issues detected through our network management system. Assist with the development of site-specific "single line" system diagrams to serve as a reference for implementation as well as ongoing support. Provide support to customers as well as field technicians in the course of system implementations or break fix activities. In these situations, critical thinking, understanding of logical signal flow, and use of methodical steps through "remote hands" are key to successful outcomes, as is effective communication skills. Occasional support in a "Tier 1" role performing initial troubleshooting with customers, initiating and managing service tickets, and performing follow-up tasks. Assist the engineering team with various system and case-level tasks to ensure media delivery network fidelity. Participates in overall Technical Operations Center (TOC) infrastructure maintenance and support as needed, including UPS and generator power systems, monitoring systems, general maintenance, inventory management, and other items as directed by the CTO. Involvement in various technical projects as needed. Examples include testing of software tools, experimental hardware, bench process methods, innovation efforts, etc. Assist management with accurate data for various reports and service metrics. Performs other duties and responsibilities as requested by management.
Job Requirements Strong attention to detail and adherence to defined processes. Effective oral and written communication skills, strong focus on customer interaction and positive outcomes Well organized and outstanding time management skills Ability to work independently as well as collaboratively; able to multi-task, and dynamically prioritize tasks. Ability to translate technical knowledge effectively when interacting with customers at various levels of technical knowledge. Ability to recognize and proactively respond to issues in a timely manner. Flexible and adaptable as priorities, needs and processes change. Ability to apply cause and effect critical thinking in the context of technical troubleshooting and system support. A four-year degree is desirable; a two-year technical degree or high school diploma with at least 4 years of relevant experience may be considered. Excels in a fast paced, cross functional team environment. Above average skills using common office applications as well as proficiency with basic IT tools. Bonus points for proficiency with Salesforce, Filemaker, MySQL, as well as experience with various network management tools. Required Education: BA or equivalent experience
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, stand, and walk. Work is performed in an office and technical systems environment with limited noise exposure, and very infrequent outdoor work. Requires frequent verbal communication either in person or by telephone or virtual video meeting to interact with employees, customers, vendors, suppliers, and consultants. May require work on ladders or elevated structures no higher than 15 ft. and lifting/handling equipment no more than 50lbs without team assistance.
*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*
About Stefanini Group The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.
