Support Analyst 1 - 72362 - 1 - 1 CANADA

Vancouver, BC
Job Terms:
posted by:
Heather Farrin

Job Description:

We are looking for a passionate and driven individual to join the Live Operations team and provide specialized support for our next-generation consumer experiences. This role will support the Service Manager in maintaining the day to day operational health of our applications and infrastructure and the delivery of all live broadcast video and VOD content to end users. In the event of an operational issue, the Support Specialist will be responsible for responding to and investigating incidents in a timely fashion. This will involve working in tandem with both internal groups and external business and technical partners to solve problems with complex content delivery systems. 

Key Responsibilities:  Capture and entry of operational issues in the Ops Issue Management System  Communicate with partners on issue investigation status and incident resolution  Use various tools to perform incident investigation and to determine root cause  Communicate findings to Service Manager and update information in the Issue Management System  Document commonly encountered issues and their resolutions as Knowledgebase articles  Review error reports and investigate cause for most common errors for each application  Facilitate the scheduling, review, and deployment of application updates in the NOC  Maintain NOC equipment and monitoring infrastructure to ensure all systems are operational and ready for troubleshooting.  Identify opportunities to streamline operations, optimize support efforts, and improve incident handling processes 

Skills:  Methodical, self-starter, proactive attitude  Problem solving and troubleshooting skills  Well organized with strong attention to detail  Excellent written and verbal communication skills  Ability to manage multiple tasks and prioritize accordingly  Ability to stay focused in a high-pressure, team environment 

Requirements:  1 year of working in a service desk environment ideally supporting a client or web application  Ability to write detailed and accurate descriptions of complex issues, reproduction steps, and resolutions  Familiarity with investigative tools such as Splunk, Fiddler, and Wireshark  Capable of constructing data queries and performing data analysis is essential  Experience working with complex enterprise systems, networks, and services  Experience with various programming, query, and scripting languages would be an asset  Must be able to work weekends and holidays on a regular basis