Level 2 Technical Support

iHeartMedia; Ogallala (NE); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401K plan

Paid vacation and sick leave

Volunteer day

Job summary

RCS Worldwide seeks a dedicated L1 support specialist to troubleshoot broadcasting systems and related software across RCS products. You will respond to calls and emails, assess issue priority, and collaborate with QA and Development to resolve incidents.

This on-site role in Ogallala, NE offers hourly pay and comprehensive benefits. You will join a global team focused on reliable broadcast operations and customer satisfaction.

Qualifications

• Strong analytical and problem-solving abilities with rapid information gathering.
• Excellent communication and collaboration across QA and Development teams.
• Ability to learn new systems quickly and adapt to changing environments.

Responsibilities

• Provide L1 support for troubleshooting software, hardware, and broadcasting systems.
• Identify issues, determine root cause, and guide end-users to resolution.
• Participate in 24/7 on-call rotation and coordinate with Product Leads.

Skills

Analytical skills

Information gathering

Interpersonal skills

QA/Dev collaboration

Learning quickly

Windows tech

Independence

Multitasking

Technical documentation

RCS product knowledge

Tools

SQL

IIS

.NET

Job description

The World's Largest Broadcast Software Provider. RCS Worldwide is home to four industry-defining brands: RCS, Media Monitors, Mediabase, and Florical Systems — serving the broadcast, music, and media intelligence markets across 120 countries. Every day, thousands of radio and television stations around the world rely on RCS technology to stay on air, sound great, and compete in a rapidly changing landscape. Here is what makes us different: We are the company behind the scenes of media that billions of people consume every day. When a song plays on your favorite radio station, when a song charts in the music industry, when a TV network stays on air without a second of downtime — there is a good chance RCS technology played a role. Our portfolio touches every corner of the media ecosystem, from playout and music scheduling to international advertising intelligence and airplay analytics. We are a global team passionate about the industry we serve and moving with the speed and ambition to lead it forward. If this opportunity excites you, but your experience doesn't align perfectly with every qualification, we encourage you to apply. At RCS Worldwide, we know that great talent comes from many different backgrounds and experiences. We're committed to building an inclusive, collaborative workplace where people can grow, contribute, and make a meaningful impact.

What We Need

24/7 resource for troubleshooting software, hardware, technology functions, and broadcasting systems across all RCS products and services, with limited support of third-party products or services that interact or integrate with RCS software. Provides guidance to ensure efficient end-user and internal support services by troubleshooting issues to determine the underlying cause. Utilizes technical support tools to identify problems and provide solutions for end-user and internal support incidents. Participates in configuring and maintaining various technology functions, including software infrastructure and maintenance, system installations, configuration, upgrades, and maintenance. Responsibilities may also include application programming and analysis, data security, and disaster recovery. Works with Product Leads and Management to ensure all L1 escalations are appropriately prioritized and addressed.

What You’ll Do

• Perform all RCS L1 responsibilities, including answering incoming calls and emails.
• Determine the priority and severity of escalated issues.
• Follow through on escalations to ensure issues are handled according to their priority and severity.
• Participate in a weekly 24/7 on-call rotation.

What You’ll Need

• Strong analytical skills.
• Ability to gather and analyze information quickly and effectively.
• Strong interpersonal skills and effective collaboration across QA and Development departments.
• Ability to learn new systems and technologies quickly.
• Experience with various Windows technologies, including but not limited to SQL, IIS, .NET, and basic networking.
• Ability to work independently with minimal supervision while also contributing effectively as part of a team.
• Ability to work effectively under pressure, particularly when dealing with tight timeframes and difficult or emotional client situations.
• Ability to multitask and prioritize workload, escalating when necessary. Must be able to recognize when an issue requires additional resources while also knowing when to push back on an escalation.
• Desire to approach problems objectively while looking for better and more efficient ways to troubleshoot our products.
• Ability to read, write, and interpret technical documentation.
• Proven experience and knowledge across various RCS products and services.
• Excellent verbal and written communication skills, with the ability to communicate at a detailed technical level while also distilling advanced concepts into basic principles for teammates.

What You’ll Bring

• Respect for others and a strong belief that others should do this in return.
• Full proficiency and understanding of job function.
• Open communication with colleagues and direct reports that encourages collaboration and team consensus.
• Strong problem solving skills.
• Efficiency with independent work under minimal guidance.
• Commitment to process improvement for overall team effectiveness.
• Professional communication that stresses diplomacy, empathy and patience.

Compensation

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data. $24.62 - $30.77

Location: Ogallala, NE: 214 N. Spruce Street, 69153

Position Type: Regular Time Type: Full time Pay Type: Hourly

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance (pursuant to the collective bargaining agreement if applicable)
• Paid vacation and sick time
• Paid company holidays
• A Spirit day to encourage and allow our employees to more easily volunteer in their community
• A 401K plan
• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving
• A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

Non-Compete will be required for certain positions and as allowed by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Our organization participates in E-Verify.