Position Summary:
The CAM Platform Engineer I is the primary Tier 2 technical support for a variety of servers and software used throughout Weather Group. Responsibilities include responding to calls generated through the call tracking system within established service levels. Additionally, this role will document installation, upgrade, and resolution standards into a knowledge base. The role includes maintaining the current supported platform software for both client-side and server-side. Provides hands-on technical troubleshooting, repair, and installation of hardware and software.
The role will provide Tier 2 support for various products that make up the Content Acquisition Management Platform (CAM) for the Content Engineering team. The resource is also responsible for assisting in the expansion of the CAM Platform, interacting with vendors to troubleshoot issues, bug fixes and feature requests for application deployment. The role also involves technical resolution and documentation of on-air software issues.
The ideal candidate will have experience with product lifecycle methodologies - both Waterfall and Agile.
Experience working with Windows, Linux, and Mac operating systems, networking fundamentals, database fundamentals, and Internet-related tools. Able to determine hardware compatibility and/or influence hardware design. Knowledge of Service Oriented Architecture (SOA) and Cloud technology is desired but not required. AI knowledge is a plus.
Responsibilities:
CORE duties
Provide Tier 2 troubleshooting and technical support of content management servers and applications
Experience with vendor ticketing portals and managing vendor support work
Ability to meet deadlines. Resource must be a self-starter who works well in a hybrid-remote scenario
On-call position; 24/7 rotating schedule to identify, resolve or communicate the escalation of issues.
Ongoing monitoring, review and improvement of processes
Customer Service Skills
Proactively resolve problems
Provide professional, prompt, and effective customer care (24-hour or less response time)
Remain calm under pressure and make rational decisions during critical situations
Self-driven to accomplish goals and meet deadlines
Recognize, develop, and implement process improvements
Research problems before taking action
Ability to multitask and work in a fast-paced, high-energy environment
Ability to give and receive feedback openly and objectively
Technical Skills
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Experience with database, FTP, Linux, and Windows Server Environments, Active Directory, Single Sign-on (SSO), and networking is desired.
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Basic knowledge of object-oriented programming languages (Java, Ruby, etc.) HTML, XML, XSLT, Web Services: REST and SOAP is a plus. API experience is desired.
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Proven commitment to continuing education and reinforcement of technical skills.
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Experience with live streaming video and VOD video delivery a plus.
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Previous experience with VOD metadata schema definition and metadata management a plus.
Documentation Skills
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Ability to maintain documentation, flowcharts, layouts, diagrams, charts, and code comments.
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Ability to analyze system limitations and Standard Operating Procedures (SOPs) to deliver solutions
Education and Requirements
Required Skills:
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BA/BS in Computer Science
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A minimum of 3 years of system administration and technical support
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3-5 years of Windows workstations and servers (Windows 10+ and Server 2012 and up)
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Experience supporting Linux servers (Ubuntu and Rocky)
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Knowledge of network fundamentals (TCP/UDP Ports, VLANs, DNS)
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3-5 years of experience working with ticketing/CRM systems, resolving tickets, and maintaining SLAs
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Knowledge of Active Directory
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Familiarity with REST API calls
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Knowledge of server backups and restore practices
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Understanding of Adobe Premiere Pro and Media Encoder, and plugins that integrate with the software
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Ability to investigate and perform root-cause analysis (RCAs) of problems reported by production to present to team members and vendor support
Desired Skills:
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1-3 years of experience in TV newsroom systems or media asset management platforms: AP ENPS, PFT Clear, Aveco or Dalet Galaxy software
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1-3 years of experience developing in object-oriented programming languages (Java, Ruby, etc.)
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1-3 Experience with API development (HTML, XML, XSLT, Web Services: REST and SOAP)
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1-3 years of video workflow and collaboration software: Telestream Vantage, IBM Aspera Orchestrator, Sony Ci, or other cloud-based media production solutions
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1-3 years of experience with media transcoding platforms
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1-3 years of experience in media archiving systems, preferably with hierarchical storage management (HSM) solutions such as Telestream Kumulate and LTO tape solutions such as SpectraLogic
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Experience with Docker and Containerized applications
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Experience with live streaming video and VOD delivery
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Experience using Cloud technology (specifically AWS and Google Cloud)
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Proven commitment to continuing education and reinforcement of technical skills
Soft Skills, Certifications, and Abilities
Proven ability to troubleshoot, research, and resolve hardware and software-relevant issues
Ability to work closely with users to define issues and business needs
Ability to work with minimal supervision
Experience handling multiple tasks and changing priorities
Exceptional interpersonal teamwork skills - work closely with Level II and III engineers, IT and Broadcast teams
Excellent verbal and written skills; capable of communicating technical information at the user level
Ability to document detailed instructions to assist in problem resolution, SOPs, and system processes
CompTIA A+, Linux+, CCNA, or MCSE certifications are a plus.
Allen Media Group is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, national origin, gender, gender identity, sexual orientation, age, disability, religion, veteran status, or any other protected characteristic. All qualified applicants will receive consideration for employment without regard to these characteristics. We are dedicated to providing a workplace free from harassment and discrimination.
