Production Support Specialist

Job Description

Overview

This position is responsible for the timely and professional support of a entertainment production environment. Persons eligible for this position will focus for the ''Hands-on Production Support'' duties below include Customer Support Center, Deskside Support, Receiving and Hardware Support (install, move, add, or change) and Executive and AV Support. Persons eligible for this position must be capable of operating without direct supervision.

Major Duties and Responsibilities

Hands-on Production Support 100%
• Provide remote and/or on-site user support for production computer infrastructure systems and desktop PCs, including installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of customer work productivity. Although employees at all levels may be required to handle any type of problem ticket, specific assignments will typically be more complex/critical in nature around a broadly defined technology space and/or requiring demonstration of deep technical expertise.
• Provide guidance and/or direct problem resolution to other production support personnel on difficult and/or critical technical situations.
• Record critical information in the internal tracking application in order to (a) clearly document the problem, action taken, and end solution for a historical record; (b) monitor and update the status of various customer problems at any given time; (c) provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other Production Support professionals
• Respond to customer requests obtained via telephone, email, personal contact, or the internal Production Support application. Based on an understanding of hardware, software, production systems, and peripheral technology, determine the nature of the technical problem. Implement an acceptable solution that meets the customer's needs in a timely manner. Accurately report and track requests for services through to completion including follow up communication with the customer.
• Based on an analysis and evaluation of the technical problem, determine a suitable course of action that considers factors such as the criticality of the hardware/software/peripheral technology environment, the specific technology in question (e.g., operating system, type and brand of hardware, 3rd-party or custom software), connectivity, etc. Where necessary, solicit the expertise of other resources (e.g., teammates, other department SMEs, written documentation) to accurately and effectively determine and execute the best solution. Test proposed solutions as possible before implementing to ensure compatibility and stability within the Turner environment, and communicate with the customer in a timely manner to ensure understanding of problem status and resolution.
• As possible, become familiar with broadcast equipment such as audio/video servers, VCS, VizRT, etc.

Minimum Work Experience
• Demonstrated knowledge of standard networking protocols, computing operating systems, & LAN/WAN topology
• In depth knowledge of Microsoft Office suite and standard business applications.
• Typically at least five years in the service and operation of production equipment, computing hardware, and related peripherals.

Educational Requirements
• Bachelor's degree in electronics, computer science, or a related field (or equivalent education/experience/training).
• Professional certification (e.g., A+) preferred.
• Demonstrated knowledge of computer desktop hardware and applications.

Jobcode: Reference SBJ-d8o40k-18-225-209-95-42 in your application.