Network Operations Associates - TDC-009

Req#: TDC -009

Position:  Network Operations Associates

Location: Burbank

 

 

EDUCATION

 BA/BS or equivalent experience preferred and/or technical certifications

 

EXPERIENCE

 Basic networking and familiarity with broadcast/multicast/streaming is a must.Experience in satellite delivery is a plus. Understanding of technologies such as TCP/IP, FTP, SNMP, multicast, broadband and dial up connectivity required.Experience diagnosing connectivity issues desired.Experience in a Network Control Center, Network Ops, and/or network monitoring desired. Minimum 4+ years experience as front-line Technical Support Specialist supporting service side products, computer hardware and software.Knowledge in coordinating efforts with field services engineers, technicians, and vendors.Experience with cinema hardware and/or software such as projectors and theatre automation systems is a plus.Extensive experience with case management systems and Internet applications required.Experience in defining, documenting and implementing business processes.Inventory management and tracking experience desired.Experience using standard office applications required.Excellent verbal communication and written documentation skills.? Must have excellent troubleshooting skills, and have an aptitude toward technical learning.? Must have a pleasant manner and be a strong team player.? Must be organized, reliable, conscientious, flexible and skilled at multi-tasking.? Strong organization and interpersonal skills.? Must be willing and able to learn new skills as our environment changes.Ability to work effectively under pressure. High energy level, strong work ethic. Must be flexible to shift changes as required to support our customer base.

 

RESPONSIBILITIES

 Collaborative team player for a worldwide customer support organization involved with providing rapid response to customer needs.Provide prompt, accurate, customer-oriented issue resolution via e-mail and phone using advanced problem-solving techniques, turning negative customer situations into winning scenarios.Deliver media content to customers as necessary via various delivery systems which may include satellite.Perform monitoring, problem diagnosis, and report problems.Coordinate support efforts with field service technicians, third party partners and vendors, and take on special projects as needed.Troubleshoot hardware and software issues on delivery system, client-side equipment, and cinema-based equipment such as projectors and automation equipment.Manage RMA and FRU transactions and perform outbound customers? satisfaction calls.Contribute to knowledgebase and troubleshooting manuals, in keeping with documentation standards. Continue professional development and take initiative to identify overall team needs.Close and document all incidents in a timely fashion.Communicate directly with clients as required.

 

 

THE ABOVE ARE MINIMUM REQUIREMENTS, RESUMES FROM MORE EXPERIENCED CANDIDATES ARE WELCOME, COMPENSATION AND RESPONSIBILITIES WILL DEPEND ON EXPERIENCE/QUALIFICATIONS.

 

EOE M/F/D/V

 

Contact: Human Resources

Email:    tdcrecruitment@thomson.net