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Digital Support Engineer
iHeartMedia
San Antonio, TX, United States
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Clear Channel Outdoor
Job Summary:
This position will engage directly with our markets, our LED display vendors and internal engineers that build and support our digital platform. This position will oversee the triage and resolution of incidents related to content scheduling and delivery systems, on-display PC and networking equipment, web cameras and portions of the LED infrastructure.
Responsibilities:
• Help serve the front line of incoming technical service requests, outage incidents and communications equipment replacements across Clear Channel’s digital signage network.
• Monitor, diagnose and triage service application issues across all core communication equipment (modems, routers and PC’s) – at the digital display, at the data center and across the network.
• Verify and reproduce system issues via log file analysis, error correlation and data analysis.
• Document system incident outcomes and prioritize escalated issues in our on-line incident and service tracking system.
• Create pre-production code backups, configuration file updates, application configuration changes, registry changes and virtual and physical IP address assignments.
• Assist with the management of spare equipment inventory, configuration, provisioning and provide support to the CCO markets when replacements are required.
• Work closely with application, network and infrastructure engineers on timely workarounds and fixes, verify fixes and coordinate/execute the delivery of them.
• Become a subject matter expert across the platform’s applications and systems.
• Respond with a great sense of urgency to demanding deadlines in a fast-paced environment; identify opportunities for improvement for all incidents and problems; follow internal processes with a high level of detail.
• Serve in an after-hours support on-call rotation as an escalation contact and subject matter expert for business-critical service trouble incidents.