Company:
INSPYR Solutions
Location: Bristol
Closing Date: 22/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Title: Technical Analyst I
Location: Bristol, CT - Fully Onsite
Duration: 3 months
Compensation: $21.00 - 22.50/hr.
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US
Description/Comment:
To keep up with the high volume and fast-paced environment, the client rely on SupportCenter to provide incident ingest, Level 1 support, and incident management. The SupportCenter is a 24x7 operations center focused on monitoring and maintaining the availability of services supporting client Technology. When engaged, the SupportCenter is trained to restore regular operation quickly and minimize the adverse impact on business operations.
The Technical Support Analyst 1 Contractor (TA1C) is the first point of contact for handling incidents reported by Technology's internal stakeholders. With a technical background in streaming media, IT, software, media technology, or production support, their primary responsibility is to promptly gather and analyze all relevant incident information through interviews with the callers and stakeholders or by interpreting monitoring data.
Upon receiving an incident, the TA1C will need to determine the issue's scope and impact. When possible, they will provide Tier 1 troubleshooting support to end-users and resolve fundamental issues. In cases where the incident requires more specialized expertise than a TA1C can handle, they will escalate the issue to a Level 2 support team or other appropriate resource (such as the Incident Management team) to coordinate resolution.
The TA1C will actively participate in incident management scribing, ensuring that incidents are well-documented and tracked throughout their lifecycle. This aids the Incident Managers in maintaining a structured and efficient approach to resolving issues, minimizing potential disruptions, and ensuring high service availability.
Incident Intake & Escalation:
Incident Intake & Escalation
Serve as the main point of contact for handling incidents reported by stakeholders.
Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery. 60%
Documentation, Incident Tracking and Reports
Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base. 20%
Monitoring:
Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
Proactively identify and address potential issues or performance bottlenecks. 20%
Basic Requirements/Education
Bachelor’s degree
Ability to work well under pressure and manage priorities with urgent deliverables
Ability to deliver incredibly high-quality results in a heavy multitasking environment
Good communication and interpersonal skills for effective stakeholder and peer interaction
Basic knowledge of incident management processes and best practices
Familiarity with media streaming technologies, platforms, and protocols.
Preferred Qualifications:
Experience in working in media streaming, television broadcast, transmission, IT or related fields.
Technical background in digital media-related software or media technology support.
Excellent problem-solving skills and the ability to work efficiently under pressure.
Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification
Required Education:
BA and/or comparable military/civilian work exp.
Our benefits package includes:
Comprehensive medical benefits
Competitive pay, 401(k)
Retirement plan
…and much more!
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Location: Bristol, CT - Fully Onsite
Duration: 3 months
Compensation: $21.00 - 22.50/hr.
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US
Description/Comment:
To keep up with the high volume and fast-paced environment, the client rely on SupportCenter to provide incident ingest, Level 1 support, and incident management. The SupportCenter is a 24x7 operations center focused on monitoring and maintaining the availability of services supporting client Technology. When engaged, the SupportCenter is trained to restore regular operation quickly and minimize the adverse impact on business operations.
The Technical Support Analyst 1 Contractor (TA1C) is the first point of contact for handling incidents reported by Technology's internal stakeholders. With a technical background in streaming media, IT, software, media technology, or production support, their primary responsibility is to promptly gather and analyze all relevant incident information through interviews with the callers and stakeholders or by interpreting monitoring data.
Upon receiving an incident, the TA1C will need to determine the issue's scope and impact. When possible, they will provide Tier 1 troubleshooting support to end-users and resolve fundamental issues. In cases where the incident requires more specialized expertise than a TA1C can handle, they will escalate the issue to a Level 2 support team or other appropriate resource (such as the Incident Management team) to coordinate resolution.
The TA1C will actively participate in incident management scribing, ensuring that incidents are well-documented and tracked throughout their lifecycle. This aids the Incident Managers in maintaining a structured and efficient approach to resolving issues, minimizing potential disruptions, and ensuring high service availability.
Incident Intake & Escalation:
Incident Intake & Escalation
Serve as the main point of contact for handling incidents reported by stakeholders.
Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery. 60%
Documentation, Incident Tracking and Reports
Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base. 20%
Monitoring:
Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
Proactively identify and address potential issues or performance bottlenecks. 20%
Basic Requirements/Education
Bachelor’s degree
Ability to work well under pressure and manage priorities with urgent deliverables
Ability to deliver incredibly high-quality results in a heavy multitasking environment
Good communication and interpersonal skills for effective stakeholder and peer interaction
Basic knowledge of incident management processes and best practices
Familiarity with media streaming technologies, platforms, and protocols.
Preferred Qualifications:
Experience in working in media streaming, television broadcast, transmission, IT or related fields.
Technical background in digital media-related software or media technology support.
Excellent problem-solving skills and the ability to work efficiently under pressure.
Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification
Required Education:
BA and/or comparable military/civilian work exp.
Our benefits package includes:
Comprehensive medical benefits
Competitive pay, 401(k)
Retirement plan
…and much more!
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
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