Job Description
Provides first-line operational support for a media engineering environment, focusing on ticket triage, basic troubleshooting, and support workflow efficiency during off-hours coverage

Key responsibilities

Monitor and triage incoming support tickets, ensuring proper categorization, prioritization, and routing
Perform initial troubleshooting and validation before escalation to L1/L2 engineering teams
Identify and filter issues that should be handled by upstream teams, ensuring clean handoffs and reduced noise
Follow established runbooks and support procedures to resolve routine issues
Maintain accurate ticket documentation, updates, and status tracking
Communicate effectively with distributed teams to ensure continuity of support across regions (follow-the-sun model)
Assist with basic system checks, log reviews, and health monitoring
Support operational efficiency by identifying recurring issues and flagging trends

We ar...