Technical Support Engineer

About the role

iHeartMedia is the number one audio company in America, reaching 90% of Americans every month. We are the largest podcast publisher and host many of the country’s most popular and trusted on-air personalities and podcast influencers. We also organize major live music events and have a comprehensive audio ad technology stack.

Responsibilities

• Available for customer service 24/7 as needed.
• Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support.
• Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols.
• Edit configuration files and database data on multiple software packages as needed.
• Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems.
• Communicate with customers via ticketing system, telephone, video conferencing (MS Teams), chat, or in person.
• Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements.
• Complete reports, forms, checklists, etc., to document service and installation work.
• Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies.
• Other duties as assigned.

Requirements

• Persuasive and effective interpersonal skills.
• Ability to communicate with customers via various means.
• Experience with customer issue tracking systems such as ServiceNow, Jira, Freshdesk, or TeamSupport.
• Knowledge of Windows Fundamentals, scripting skills, data/configuration storage, networking fundamentals, databases, and virtualization.
• Education and/or experience: Bachelor’s Degree in engineering, broadcasting, computer science, or a related field.
• Valid driver's license and ability to travel internationally.

Qualifications

• Excellent technical and troubleshooting skills.
• Outstanding customer service skills.
• Ability to debug wiring and physical layer issues.

Skills

• Problem Solving
• Customer Service
• Communication
• Professionalism
• Television broadcast engineering or operations experience
• Windows Fundamentals
• Scripting Skills
• Data/Configuration Storage
• Networking Fundamentals
• Databases
• Virtualization
• Microsoft 365, including Teams

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options.
• Company provided and supplemental life insurance.
• Paid vacation and sick time.
• Paid company holidays.
• 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 by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data. $68,000 - $85,000

Schedule

VIRTUAL EST, FL

Position Type

Regular

Time Type

Full time