Media Support Analyst

IT Managers Inc.; Mandaluyong; On-site; PHP 420,000 - 660,000; Full time

Job summary

IT Managers Inc. is seeking a Media Support Analyst with 3–5 years of experience to provide day-to-day support for media workflows, platforms, and content operations. You will handle tickets, troubleshoot issues, assist users, and coordinate escalations with technical teams.

The role requires hands-on experience with MAM/PAM and QC/transcode platforms, plus familiarity with cloud media infra (AWS MediaConvert, Lambda). Strong communication and documentation skills are essential.

Qualifications

• 3–5 years of experience in media support, broadcast operations, technical support, or a related field.
• Strong working knowledge of media workflows, asset management, work orders, content fulfilment, transcoding, and QC.
• Proven experience handling support tickets from triage to resolution/escalation.
• Hands-on user experience with MAM/PAM and QC/transcode platforms such as Iconik, Telestream Vantage, or Qualify.

Responsibilities

• Monitor and troubleshoot media workflows, work orders, asset management, content fulfilment, transcoding, and QC.
• Own support tickets end-to-end, including triage, user communication, resolution, and escalation.
• Operate MAM/PAM platforms such as Iconik and QC/transcode tools such as Telestream Vantage or Qualify.
• Track and troubleshoot work orders using workflow/orchestration platforms such as Polaris or similar.
• Diagnose issues involving cloud media infrastructure such as AWS MediaConvert, Lambda, and messaging queues.
• Document incidents, resolutions, and shift handoffs clearly and accurately.
• Support user/customer onboarding and coordinate with technical owners when issues require escalation

Skills

Media workflows

Asset management

Work orders

Content fulfilment

Transcoding

QC

Ticket triage

Escalation handling

User onboarding

Tools

Iconik

Polaris

Telestream Vantage

Qualify

AWS MediaConvert

AWS Lambda

Job description

About the role

We are looking for a Media Support Analyst with 3–5 years of experience to provide day-to-day support for media workflows, platforms, and content operations. The role will handle support tickets, troubleshoot workflow issues, assist users, and coordinate escalations with technical teams.

Key responsibilities

• Monitor and troubleshoot media workflows, work orders, asset management, content fulfilment, transcoding, and QC
• Own support tickets end-to-end, including triage, user communication, resolution, and escalation
• Operate MAM/PAM platforms such as Iconik and QC/transcode tools such as Telestream Vantage or Qualify
• Track and troubleshoot work orders using workflow/orchestration platforms such as Polaris or similar
• Diagnose issues involving cloud media infrastructure such as AWS MediaConvert, Lambda, and messaging queues
• Document incidents, resolutions, and shift handoffs clearly and accuratelyli>
• Support user/customer onboarding and coordinate with technical owners when issues require escalation

About you

• 3–5 years of experience in media support, broadcast operations, technical support, or a related field
• Strong working knowledge of media workflows, asset management, work orders, content fulfilment, transcoding, and QC
• Proven experience handling support tickets from triage to resolution/escalation
• Hands-on user experience with MAM/PAM and QC/transcode platforms such as Iconik, Telestream Vantage, or Qualify
• Working knowledge of workflow/orchestration platforms such as Polaris
• Conceptual understanding of AWS MediaConvert, Lambda, and messaging queues
• Knowledge of codecs, formats, masters/proxies, checksums/fixity, Aspera, and S3 is an advantage
• Strong written communication, documentation, and troubleshooting skills
• Broadcast/media supply-chain or L1/L2 support experience is a plus