Desktop Support Engineer providing user helpdesk support and maintaining production desktop systems at Flying Bark Productions, an animation studio in Sydney. Troubleshot hardware and software issues in a dynamic environment.
About the role
- First Line Support Engineer assisting global customers while maintaining applications. Involves problem solving, communication, and collaboration with teams in a hybrid role.
Responsibilities
- Give first line support to all our customers through phone and our online service desk
- Keep good relationships with the customers/partners, colleagues and peers
- Analyzing, registering and resolving problems for customers
- Updating customers regarding the status of their problem
- Expanding a knowledge base for our customers
- Participate in the continuous improvement of support and other operational activities
- Work closely with the QA team and assist with QA tasks as needed
- Contacting TV manufacturers for root cause analysis
- Working on cross-platform apps such as Smart TV, Apple TV, PlayStation, iOS and Android
- Participate in and proactively monitor and develop on our API monitoring tool
Requirements
- Customer Service
- Communication
- Problem Solving
- Flexibility
- Tech-Savviness in the Streaming industry (CMS, Apps, Video Workflows, BE APIs…)
- Project Management
- Work independent
- Broad IT knowledge
- Proficiency in collecting and managing log messages from diverse sources, including web browsers and system-level logs
- Practical experience with tools such as CloudWatch and Grafana for effective log aggregation and analysis
- Ability to conduct thorough testing across various environments, with a particular emphasis on cross-browser compatibility and connected device testing
- Some coding experience in HTML, JavaScript, and Python is considered a valuable advantage
- Proactively addressing issues through the skilled use of telemetry alert messages
- Adept at collecting browser or device transaction archives
- Experience with HLS and DASH video delivery protocols
- Familiarity with RESTful APIs, HTTP headers, and status codes
- Ability to create comprehensive monitoring dashboards based on telemetry data and statistical analysis
- Excellent communication skills for interaction with customers
- Confident presenter
Benefits
- Opportunity for personal and professional development
- Potential career paths may be discussed as part of performance reviews
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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