Level 2 Technical Support

We need to output HTML fragment with sections: About the role? The posting includes description of company, what makes us different, etc. We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only when posting has real specific content. We have: - About the role: we have description of company, what makes us different, etc. Could be "About the role" or "About the company". The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can use About the role for the introductory paragraph(s). Then Responsibilities: we have "What We Need:" and "What You'll Do:" sections. Those are responsibilities. So we can combine. - Requirements/Qualifications/Skills: The posting has "What You'll Need:" and "What You'll Bring:" which are skills/qualifications. We need to decide which headings to use. Could use Requirements for "What You'll Need:" and Skills for "What You'll Bring:" or combine. But we should not create thin sections. We have substantive content for both. Could make Requirements (technical) and Skills (soft skills). Or we could combine into one Requirements section. The instruction: prefer a few substantive sections over many thin ones. So maybe combine Requirements and Skills into one section called Requirements (or Qualifications). But we need to follow headings list; we can choose which to include. Let's include: About the role, Responsibilities, Requirements, Benefits, Pay. Schedule not given (no schedule specifics). Pay is given: compensation range $24.62 - $30.77 hourly. So we include Pay. We must not include Job ID etc. Remove boilerplate: EEO, equal opportunity, etc. Also remove application instructions like "Click here to apply". Also remove navigation etc. We need to preserve all substantive information: company description, what makes us different, etc. Also responsibilities: "What We Need:" bullet list? It's prose sentences. We'll convert to

• items. Also "What You'll Do:" list. We need to parse responsibilities: What We Need: - 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. What You'll Do: - 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. We'll combine these into responsibilities list. Requirements/Skills: What You'll Need: - 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. - Must be able to recognize when an issue requires additional resources while also knowing when to push back on an escalation. - 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. What You'll Bring: - Respect for others and a strong belief that others should do this in return - Full proficiency and understanding of job function - Open communication with colleagues and direct reports that encourages collaboration and team consensus - Strong problem solving skills - Efficiency with independent work under minimal guidance - Commitment to process improvement for overall team effectiveness - Professional communication that stresses diplomacy, empathy and patience We could combine these into a single Requirements section (or Skills). Since they are both substantive, we could split: Requirements (technical) and Skills (soft). But to avoid many thin sections, maybe combine into one Requirements section that includes both. However the instruction says we can use headings like Requirements, Qualifications, Skills. We could have Requirements (technical) and Skills (soft). That's two sections, still okay. But we need to ensure each has substantive content. Both have many bullet points, so fine. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay. Now Benefits: list from posting. 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! Pay: Salary to be determined... $24.62 - $30.77 hourly. We'll put that in

  . Schedule: not given, so omit. Now we need to output HTML fragment only, no /. Use

  for each section heading. Use

  • for lists. Use

    for prose. We need to ensure we don't repeat job title as heading. Not needed. Now craft HTML. First section: About the role. Content: The paragraph(s) describing company: "iHeartMedia Current employees and contingent workers click here to apply and search by the Job Posting Title." That's a navigation line; we should remove that as it's application instruction. Actually the first sentence: "iHeartMedia Current employees and contingent workers click here to apply and search by the Job Posting Title." That's boilerplate; remove. Then "The World's Largest Broadcast Software Provider. RCS Worldwide is home to four industry-defining brands: RCS, Media Monitors, Mediabase, and Florical Systems — serving the broadcast, music, and media intelligence markets across 120 countries. Every day, thousands of radio and television stations around the world rely on RCS technology to stay on air, sound great, and compete in a rapidly changing landscape. Here is what makes us different: We are the company behind the scenes of media that billions of people consume every day. When a song plays on your favorite radio station, when a song charts in the music industry, when a TV network stays on air without a second of downtime — there is a good chance RCS technology played a role. Our portfolio touches every corner of the media ecosystem, from playout and music scheduling to international advertising intelligence and airplay analytics. We are a global team passionate about the industry we serve and moving with the speed and ambition to lead it forward. If this opportunity excites you, but your experience doesn't align perfectly with every qualification, we encourage you to apply. At RCS Worldwide, we know that great talent comes from many different backgrounds and experiences. We're committed to building an inclusive, collaborative workplace where people can grow, contribute, and make a meaningful impact." We need to keep all substantive info, but remove the first line about clicking to apply. Also remove "If this opportunity excites you, but your experience doesn't align perfectly with every qualification, we encourage you to apply." That's somewhat encouraging application; maybe considered boilerplate? It's not exactly EEO but it's a generic encouragement. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. That line is an application encouragement; could be considered application instruction. Safer to remove it. Also "At RCS Worldwide, we know that great talent comes from many different backgrounds and experiences. We're committed to building an inclusive, collaborative workplace where people can grow, contribute, and make a meaningful impact." That's about inclusion; could be considered EEO boilerplate? It's a diversity statement. Might be considered EEO. The instruction says remove EEO/equal-opportunity boilerplate. So we should remove that sentence as well. However we need to preserve substantive information about the company and role. The diversity statement may be considered boilerplate; better to remove. Thus About the role content: The description of RCS Worldwide, its brands, markets, what makes us different, portfolio, global team passionate, moving with speed and ambition to lead forward. We'll keep that. Now Responsibilities: combine both What We Need and What You'll Do into a list. We'll produce

    • items for each bullet. Now Requirements: technical skills from What You'll Need. Now Skills: soft skills from What You'll Bring. Now Benefits: list. Now Pay: paragraph. Now ensure no extra whitespace? It's fine. Let's craft. HTML:

      About the role

      The World's Largest Broadcast Software Provider. RCS Worldwide is home to four industry-defining brands: RCS, Media Monitors, Mediabase, and Florical Systems — serving the broadcast, music, and media intelligence markets across 120 countries. Every day, thousands of radio and television stations around the world rely on RCS technology to stay on air, sound great, and compete in a rapidly changing landscape. Here is what makes us different: We are the company behind the scenes of media that billions of people consume every day. When a song plays on your favorite radio station, when a song charts in the music industry, when a TV network stays on air without a second of downtime — there is a good chance RCS technology played a role. Our portfolio touches every corner of the media ecosystem, from playout and music scheduling to international advertising intelligence and airplay analytics. We are a global team passionate about the industry we serve and moving with the speed and ambition to lead it forward.

      Responsibilities

      • 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.
      • 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.

      Requirements

      • Strong analytical skills.