Junior Technical Support Engineer
Skills
Computer ScienceAmazon Web ServicesBusiness Relationship ManagementLinuxLive BroadcastLive EventsService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Degree in Engineering Computer Science or related IT field or equivalent study or hands-on experience
- Basic understanding of networking concepts such as IP addressing and routing
- Exposure to Linux and/or Windows operating systems
- Interest in video streaming TCP/IP UDP CDNs or cloud platforms
- Strong written and oral communication skills
- Calm customer-focused attitude and willingness to ask questions
- Strong teamwork and collaboration mindset
Nice to have
- Enthusiastic
- Curious
- Eager to learn
- Customer-focused
- Collaborative
- Problem-solver
Day to day
- Provide frontline technical support to clients including broadcasters content owners and media service providers
- Troubleshoot inbound phone and email tickets quickly while meeting support SLAs and procedures
- Build strong client relationships and communicate issues clearly across internal teams
- Assist with Level 2 support managed infrastructure upkeep and incident monitoring as technical skills grow
Hiring process
- Inbound client phone and email tickets
- Troubleshoot issues to first-response resolution
- Escalate complex cases to senior engineers
- Track escalations through resolution