Support Engineer for Video Streaming Solutions
il y a 2 semaines
ITL-Freelances is seeking a skilled Support Engineer to join our team of technical experts.
In this role, you will provide crucial support to our clients, primarily telecommunications operators and broadcasters, ensuring the smooth operation of their video streaming infrastructure.
Your Responsibilities:
- Provide first and second-level technical assistance to clients, addressing a wide range of inquiries and troubleshooting issues promptly and effectively.
- Serve as the primary point of contact for clients, managing communication and escalating complex support requests to ensure timely resolution.
- Maintain strict adherence to Service Level Agreements (SLAs), guaranteeing client satisfaction by meeting predefined response times, service continuity, and final resolution targets.
- Proactively perform regular preventive maintenance tasks on client systems, optimizing performance and minimizing potential disruptions.
- Identify and document design, reliability, maintenance issues, or bugs encountered during support activities, collaborating with the design/software engineering team to implement solutions.
- Conduct on-site installations, commissioning, and training for new clients as required, ensuring a seamless onboarding experience.
Your Qualifications:
- Minimum 3 years of proven experience as a Support Engineer in a technical environment.
- In-depth understanding of Linux server administration, system architecture, and storage technologies.
- Comprehensive knowledge of IP networks, including protocols, security measures, and network analysis tools.
- Strong grasp of video streaming and Over-The-Top (OTT) technologies, such as HLS and DASH.
- Proficiency in scripting languages like bash, Python, or Perl.
- Familiarity with shared storage systems (NAS, NFS, Object-storage).
- Excellent communication and interpersonal skills, enabling effective collaboration with clients and technical teams.
- Strong analytical and problem-solving abilities, coupled with a proactive approach to identifying and resolving issues.
- Fluency in spoken and written English.
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