Tech Service Specialist 2

DIRECTV; Minnesota; On-site; USD 70,000 - 95,000; Full time

Job summary

DIRECTV is seeking a Tech Service Specialist 2 to independently manage incidents and coordinate cross-functional teams for live video services. You will configure software/hardware, implement workarounds, and support change management to ensure continuous service. Strong communication and ITIL-aware practices are a must.

The role requires 3–5 years in Satellite Communications or video systems, with on-site work in Oakdale, MN. On-call duties and willingness to travel minorly are expected.

Qualifications

• Associate degree, certificate or equivalent military training in electronics and/or related systems is preferred.
• 3 - 5 years of field experience in Satellite Communications and video compression systems.
• Strong understanding of video streaming technologies, protocols, and workflows.
• Proven experience in incident management and problem-solving in a high-pressure environment.
• Proficiency in configuring and troubleshooting both software and hardware systems.
• Experience with change management processes and best practices.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
• Familiarity with monitoring tools and performance analysis techniques.
• Knowledge of IT service management frameworks (e.g., ITIL) is a plus.
• Experience with cloud technologies and services (e.g., AWS, Azure) is beneficial.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong time management skills and ability to prioritize tasks effectively.
• Willingness to learn and adapt to new technologies and processes.
• Relevant certifications (e.g., CompTIA A+, Network+, AWS Certified Solutions Architect) are a plus.

Responsibilities

• Independently own and manage incidents from detection to service recovery or escalation to cross‑functional teams.
• Lead and manage bridge calls during critical incidents, coordinating efforts across various teams.
• Configure software and hardware systems with little to no supervision, ensuring optimal performance and reliability.
• Maintain a broad understanding of the complete technical workflow for live video services.
• Develop and implement workarounds for service interruptions to minimize downtime and impact on users.
• Execute change management tasks, including planning, implementation, and post‑change reviews.
• Participate in cross‑functional production change activities, providing technical expertise and support.
• Monitor system performance and proactively identify potential issues before they impact services.
• Troubleshoot complex technical problems across various platforms and technologies.
• Document technical processes, incident resolutions, and best practices for knowledge sharing.
• Collaborate with other technical teams to improve service reliability and efficiency.
• Provide technical guidance and mentorship to junior team members.
• Stay current with emerging technologies and industry best practices in video service delivery.
• Contribute to the development and improvement of standard operating procedures.
• Participate in on‑call rotations to provide 24/7 support for critical systems.

Skills

Incident management

Bridge call leadership

Communication

Problem solving

Education

Associate degree or equivalent electronics training

Tools

AWS

Azure

Monitoring tools

ITIL

Job description

This position is available for Oakdale, MN 55128. The position is 100% on site, work from home is not applicable for this requirement.

DIRECTV is changing the way the world experiences entertainment. We're delivering cutting edge products and services that redefine the future. Innovation is at the heart of what we do and we're revolutionizing the way our customers access content anytime, anywhere. With premier video services like DIRECTV, our industry leading team, is at the forefront of making it all happen. Together, we're creating the best entertainment and communications experience in the world.

DIRECTV is seeking a highly skilled and experienced Tech Service Specialist 2 to join our team. This role requires an individual who can independently manage incidents from detection to resolution, configure software and hardware with minimal supervision, and possess a broad understanding of technical workflows for live video services. The ideal candidate will be able to develop workarounds for service interruptions, execute change management tasks, and participate in cross-functional production change activities. This position plays a crucial role in ensuring the reliability and continuity of our technical services.

Here's what you'll do:

• Independently own and manage incidents from detection to service recovery or escalation to cross‑functional teams.
• Lead and manage bridge calls during critical incidents, coordinating efforts across various teams.
• Configure software and hardware systems with little to no supervision, ensuring optimal performance and reliability.
• Maintain a broad understanding of the complete technical workflow for live video services.
• Develop and implement workarounds for service interruptions to minimize downtime and impact on users.
• Execute change management tasks, including planning, implementation, and post‑change reviews.
• Participate in cross‑functional production change activities, providing technical expertise and support.
• Monitor system performance and proactively identify potential issues before they impact services.
• Troubleshoot complex technical problems across various platforms and technologies.
• Document technical processes, incident resolutions, and best practices for knowledge sharing.
• Collaborate with other technical teams to improve service reliability and efficiency.
• Provide technical guidance and mentorship to junior team members.
• Stay current with emerging technologies and industry best practices in video service delivery.
• Contribute to the development and improvement of standard operating procedures.
• Participate in on‑call rotations to provide 24/7 support for critical systems.

What you'll need to be successful:

• Associate degree, certificate or equivalent military training in electronics and/or related systems is preferred.
• 3 - 5 years of field experience in Satellite Communications and video compression systems.
• Must have the ability to work in a dynamic, fast paced environment with changing priorities.
• Strong understanding of video streaming technologies, protocols, and workflows.
• Proven experience in incident management and problem‑solving in a high‑pressure environment.
• Proficiency in configuring and troubleshooting both software and hardware systems.
• Experience with change management processes and best practices.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non‑technical stakeholders.
• Strong analytical and problem‑solving skills, with the ability to quickly diagnose and resolve complex technical issues.
• Familiarity with monitoring tools and performance analysis techniques.
• Knowledge of IT service management frameworks (e.g., ITIL) is a plus.
• Experience with cloud technologies and services (e.g., AWS, Azure) is beneficial.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Strong time management skills and ability to prioritize tasks effectively.
• Willingness to learn and adapt to new technologies and processes.
• Relevant certifications (e.g., CompTIA A+, Network+, AWS Certified Solutions Architect) are a plus.

Special Requirements:

• Must have a valid state driver's licence with no restrictions.
• All candidates must be willing to carry a company provided on‑call phone, participate in a cyclic on‑call rotation, and must reside within a 45‑minute drive radius of the main uplink facility.
• Must have a negative pre‑employment drug test.
• Criminal and MVR background must meet company hiring criteria.
• The uplink facility is a 24x7 facility and requires the ability to work various shifts, including holidays and overtime, as necessary to support the on‑air mission.
• Minimal travel via commercial airline required on occasion (<10% travel).

Physical Requirements:

• Must have the ability to lift and/or move up to 100 pounds.
• Ability to climb external ant