[Hiring] Level 2 Technical Support @iHeartMedia

Role Description

24/7 resource for troubleshooting software, hardware, technology functions, and broadcasting systems across all RCS products and services, with limited support of third-party products or services that interact or integrate with RCS software.

• Provides guidance to ensure efficient end-user and internal support services by troubleshooting issues to determine the underlying cause.
• Utilizes technical support tools to identify problems and provide solutions for end-user and internal support incidents.
• Participates in configuring and maintaining various technology functions, including software infrastructure and maintenance, system installations, configuration, upgrades, and maintenance.
• Responsibilities may also include application programming and analysis, data security, and disaster recovery.
• Works with Product Leads and Management to ensure all L1 escalations are appropriately prioritized and addressed.

Qualifications

• Strong analytical skills.
• Ability to gather and analyze information quickly and effectively.
• Strong interpersonal skills and effective collaboration across QA and Development departments.
• Ability to learn new systems and technologies quickly.
• Experience with various Windows technologies, including but not limited to SQL, IIS, .NET, and basic networking.
• Ability to work independently with minimal supervision while also contributing effectively as part of a team.
• Ability to work effectively under pressure, particularly when dealing with tight timeframes and difficult or emotional client situations.
• Ability to multitask and prioritize workload, escalating when necessary.
• Desire to approach problems objectively while looking for better and more efficient ways to troubleshoot our products.
• Ability to read, write, and interpret technical documentation.
• Proven experience and knowledge across various RCS products and services.
• Excellent verbal and written communication skills, with the ability to communicate at a detailed technical level while also distilling advanced concepts into basic principles for teammates.

Requirements

• Perform all RCS L1 responsibilities, including answering incoming calls and emails.
• Determine the priority and severity of escalated issues.
• Follow through on escalations to ensure issues are handled according to their priority and severity.
• Participate in a weekly 24/7 on-call rotation.

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options.
• Company provided and supplemental life insurance (pursuant to the collective bargaining agreement if applicable).
• Paid vacation and sick time.
• Paid company holidays.
• A Spirit day to encourage and allow our employees to more easily volunteer in their community.
• A 401K plan.
• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving.
• A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!