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Technical Support Specialist - L1 & L2

Technical Support Specialist - L1 & L2

Extreme ReachKuala Lumpur, Federal Territory of Kuala Lumpur, MY
30+ days ago
Job type
  • Quick Apply
Job description

As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.

Digital Media

  • Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
  • Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
  • Identify, resolve or manage the resolution of system issues
  • Troubleshoot platform issue raised by clients or XRs and escalate to the next level if can’t be solved beyond the expertise
  • Communicate to other department and teams keeping stakeholders and management informed
  • Updating and managing Knowledge base
  • Manage escalation process of issues from L1
  • Mentor Technical Support Specialists (L1) to help them understand more complex issues / configurations
  • Own and track tasks within SLAs

Operational Efficiency

  • Ensure low error rate – Check material is available for ingestion within SLA
  • Document client issues via phone, email or in person and respond to client within the agreed timelines
  • Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered
  • Always work efficiently and effectively, using correct workflow and work procedures
  • Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes
  • Monitor and track TVC distribution to meet client deadlines and Adstream SLA’s
  • Manage orders on behalf of clients with view to converting client to direct usage of the system at appropriate time
  • Ensure all resends and additional fees are charged for
  • All new clients need to have files tested before first order and cleared to follow the process
  • In conjunction with Traffic, prioritising Ingest tasks to meet SLA's and customer's requirements.
  • Executing the following tasks in a proficient manner : Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time

    • Requirements

    Specialist Knowledge / Experience Required

  • Experience in a relevant position;
  • Experience in software testing and correction
  • Consistent performance under pressure
  • Demonstrated success at troubleshooting and excellent communication skills
  • Strong knowledge / skills in at least 4 areas from the list below :
  • No-SLQ (Mongo)
  • Linux / UNIX systems
  • JSON and XML syntax
  • RESTFul API
  • GIT (understanding, work experience)
  • Basic scripting and programming : XML, JavaScript and Bash.

    • Desirable knowledge / skills :

  • Jenkins (ability to develop jobs)
  • Knowledge of AWS CloudWatch or MS Azure
  • Experience in Confluence apps (Connect, Jira)
  • Message Broker system (AMQ)
  • Work experience with workflow solutions
  • ITIL Certification
  • Familiarity with graphics and video editing software Desirable :
  • Familiarity with graphics and video editing software
  • Knowledge and experience working with packet analyzer programs
  • Bachelor’s degree or equivalent tertiary qualification or certification
  • ITIL Certification People Skills
  • Strong team player with ability to work with remote and international teams
  • Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency
  • Self-motivation and drive - confidence to work on own initiative and with limited supervision and
  • Ability to effectively prioritize and manage conflicting internal and external tasks
  • Positive, can-do attitude, problem solver, inspiring and driven
  • Able to communicate effectively at all levels within a large organisation
  • A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed
  • Proven relationship building skills
  • Excellent communication skills, both oral and written English
  • Additional languages will be beneficial
  • May be required on occasion to work outside standard working hours
  • Candidates must be eligible to work and live in the country of employment
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    Technical Support Specialist • Kuala Lumpur, Federal Territory of Kuala Lumpur, MY