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Senior VSPP/OTT Solution Tier2 Support Engineer

Keywords / Skills : Linux OS, TCP/IP, Ethernet, L2, L3 routing, switches, Wireshark, tcpdump, ABR, HSS, HLS, DASH, MPEG2-TS, CDNs

4 - 5 years
Posted: 2019-08-26

IT/Computers - Software
Technical Support Engineer
Network Administrator
Posted On
26th Aug 2019
Job Description
Senior VSPP/OTT Solution Tier2 Support Engineer



The Tier 2 Support engineer is a Global role, servicing customers worldwide, with a range of different solutions, incorporating the Client VSPP product line. You will be responsible for taking on customer reported issue, assessing the environment, understanding the problem, working with the customer or local Client staff, to isolate the characteristics of failure, and drive a resolution path. The ideal candidate will be able to assimilate information, understand the wider context, work outside of their direct product area to triage and analyse interface points of the system, drive any technical issue within the domain, and demonstrate thought leadership to the customer, whilst communicating effectively and clearly. Support is not limited to the execution of technical work; You shall be able to demonstrate leadership of the issues, and establish confidence in the customer that Client is driving the issues; You will work collaboratively with the Service Delivery Management team, commercial teams, and peers to ensure effective information flow, and proactive updates are provided at all times, whilst adhering to clear processes.

The Senior role will be expected to guide and mentor other team members, and proactively recommend technical and procedural improvements for the team.

The team you will be part of will be in various locations across the globe, and you will be expected to work effectively with both local and remote peers.

Key Responsibilities

Leading the analysis and resolution of technical issues arising with Client Media VSPP Integrations.

Troubleshooting system integration, compatibility, product level and customer ecosystem faults.

Planning and implementing upgrade and expansion procedures.

Monitoring the deployed system as necessary

Answering questions from customers and prospective customers about the features and capabilities of the Ericsson TV & Media products.

Developing customer facing documentation as needed.

Communicating customer requirements to our product and engineering staff.

Being part of an on-call 24/7 rotation, to deal with customer emergency issues at any time.

Qualifications and Experience

At least 4-5 years of experience with Linux OS (Command line) - Mandatory.

Networking – Solid understanding of network fundamentals (TCP/IP, Ethernet, L2/L3 routing, switches, Wireshark/ tcpdump) and any network diagnostics skills (hands on) - Mandatory.

At least 2 years of experience with OTT delivery protocols (ABR, HSS, HLS, DASH) and MPEG2-TS, CDNs - Mandatory

3-5 years of experience in supporting large scale deployments, preferably software solutions - Mandatory

Experienced in production critical systems’ 24/7 environment support – Mandatory

Knowledge of IPTV/OTT middleware, and client operation

Knowledge of MPEG2 and MPEG4 compressed video / audio analysis

Strong demonstrable analytical skills and able to collate and analyze data from various sources.

Experience with the following: High Availability clusters, Client - Server systems, Installing web server applications, Linux administration skills, Log analysis, etc.

Storage experience is an advantage

Scripting experience capabilities (Shell, Python, Perl, etc...) is an advantage

SQL Database experience (SQL) - preferably operational support experience is an advantage

Knowledge in data centers / Cloud environment is an advantage

A recognized University Degree, or equivalent experience, in Broadcast / Software / Systems / Communications / Electronics Engineering

Competence and Skills

Excellent communication skills

Ability to effectively handle multiple customer demands and priorities

Strong teamwork skills

Strong understanding of changing pace and culture of operator environment

Excellent command of English communication, written and verbal

Good diagnostics and problem solving skills



Travel up to 25%

About Company

Managed Staffing
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