L1 Support Engineer

Work Policy:
This is a remote opportunity. However, to align with our operational needs, we can only consider candidates residing in the same country as the job posting. This means applicants located outside the job's designated country will not be considered, and relocation assistance is unavailable.

The L1 Support team:
The Level 1 Support team plays an integral role in the customer lifecycle and is often the initial point of contact for customers and content viewers encountering technical issues. Our top priority is to provide an industry-leading customer experience, fostering strong relationships with our clients and ensuring their ongoing collaboration with us.

The Opportunity:

• Perform proactive and reactive monitoring of JW Connatix platform services, infrastructure, and video streams.
• Offer email support for a wide range of JW Connatix platform issues to assist both customers and content viewers.
• Conduct initial triage on support issues, resolving them when possible, and escalating others to the appropriate teams.
• Ensure all issues and resolutions are documented in our help desk software.
• Provide training and documentation for fellow support team members.
• Share identified best practices from daily work with colleagues in different departments.
• Utilize AWS technologies and monitoring tools like Zabbix and CloudWatch.
• Work with Windows servers.
• Contribute to incident management processes.
• Participate in the 24/7/365 L1 Support team's 8-hour-shift rotation schedule.

Requirements for the role:

• Display passion for technology, whether through qualifications, job experience, or personal projects.
• Demonstrate proactive troubleshooting abilities for technical issues.
• Be willing to actively engage in day-to-day operational tasks, manage high workloads, and handle multiple workstreams simultaneously.
• Exhibit the capability to adhere to service level agreements and effectively prioritize workloads accordingly.
• Embrace a self-starting attitude, displaying curiosity and a penchant for problem-solving.
• Possess excellent communication skills in English, both written and spoken.
• Project an outgoing, highly organized, disciplined, and adaptable demeanor with exceptional communication skills.

Bonus Points:

• Prior experience in an infrastructure, network operations, or software support role.
• Familiarity with video technology.
• Proven experience in writing documentation for internal and client use.
• Relevant college degree, apprenticeship, or certification in IT, Computer Science, or a related field.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, and/or disability status.