Technical Support Specialist - L1 & L2

Extreme Reach; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a dynamic Technical Support team where your expertise will be crucial in ensuring the quality and timely processing of digital media files. This role emphasizes customer advocacy, requiring you to troubleshoot complex issues and manage escalations effectively. You'll have the opportunity to mentor junior specialists while ensuring operational efficiency and maintaining low error rates. If you're passionate about technology and thrive in a fast-paced environment, this position offers a chance to make a significant impact and grow your career in a collaborative setting. Your skills in software testing, communication, and problem-solving will be key to success in this role.

Qualifications

• Experience in a relevant position with strong troubleshooting skills.
• Ability to communicate effectively at all levels within a large organization.

Responsibilities

• Receive and process files to meet quality specifications within SLA.
• Troubleshoot platform issues and escalate as necessary.
• Mentor Technical Support Specialists and manage escalations.

Skills

No-SQL (Mongo)

Linux/UNIX systems

JSON and XML syntax

RESTful API

GIT

Basic scripting and programming (XML, JavaScript, Bash)

Software testing and correction

Strong communication skills

Ability to work under pressure

Education

Bachelor’s degree or equivalent tertiary qualification

Tools

Jenkins

AWS CloudWatch

MS Azure

Confluence apps (Connect, Jira)

Message Broker system (AMQ)

Job description

As a key member of the Technical Support team, this role is focused on the receiving 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 issues raised by clients or XRs and escalate to the next level if unable to solve beyond expertise.
• Communicate with other departments 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 clients 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 SLAs.
• Manage orders on behalf of clients with a view to converting clients to direct usage of the system at the appropriate time.
• Ensure all resends and additional fees are charged for.
• All new clients need to have files tested before the first order and cleared to follow the process.
• In conjunction with Traffic, prioritising Ingest tasks to meet SLAs and customers' 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.

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-SQL (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.
• Knowledge and experience working with packet analyzer programs.
• Bachelor’s degree or equivalent tertiary qualification or certification.
• 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.
• 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 organization.
• 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.