Job description

POSITION TITLE: Support Engineer-Austin, TX PBS DEPARTMENT: Professional Services

REPORTING RELATIONSHIPS

POSITION REPORTS TO: VP Broadcast Engineering

POSITION PURPOSE

The main assignment of this position is as the onsite Key Code Media Support Engineer for KLRU-TV, Austin PBS. This position requires extensive technical knowledge servicing clients onsite and in house. The Support engineer role is to learn the hardware and software that is sold by the company and be able to troubleshoot it for the customer.

Additional Responsibilities may include, but are not limited to:

§ Client Needs Analysis Meetings

§ Excel documentation of open issues

§ Technology Documentation – Excel, Word, etc.

§ Workflow Documentation – Operations Manuals

§ Remote and On-Site installation and support

§ Manage troubled client sites to success

§ Provide support for other Key Code Media customers as needed

General

Execute client engineering requirements, including onsite and phone support, assembling documentation of facilities issues upon completion.

Requires close collaboration with the project engineers and management to insure comprehensive designs. This includes hardware and software updates, patch installation, and facility repair.

Requires high-level written and verbal communication skills to effectively deliver on-site support services and written operational documentation.

Technical

Required Experience: Media and Entertainment Technology (TV, Film, Gov, EDU, Corp), including Video, Audio, and Control Systems design. Job requires fluency with MS Office Applications; job requires at least a working knowledge of one of these tools, and a desire to increase fluency.

Recommended Experience: PC Systems, HP Systems, Windows OS’s, Video Converters including AJA, Matrox, and Blackmagic; Broadcast hardware including Harris, Grass Valley, Evertz, and Ross. Newtek Tricaster family (TC40, 460, 860, 8000), Professional HD and 4K Cameras, Tape/Tapeless workflows (Sony, Panasonic, RED, Blackmagic), SSL and other audio consoles, audio processing, microphones; tapeless formats, and Storage Hardware systems, e.g., Facilis, Isilon, etc. Avid Storage and Networked systems, Mac Pro, HP Z series, SAN and NAS Topology.

A strong knowledge of networking systems, server technologies and digital signage is also a plus

Interpersonal

The Support Engineer should be able to interact well with both internal and external clients. Strong written and verbal communication skills are a necessity. Reliable and consistent communication is necessary to ensure all Key Code Media departments are up to speed on the status of all engagements.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

§ Drafts support documentation including drawings and as built

§ Stays informed about new technologies and workflows that relate to our clients needs

§ Maintains good records and logs important information into our CRM/ERP

§ Responds to questions and requests for information from various departments

§ Protects and maintains the Company’s professional reputation in the field with professional verbal and written communication

§ Provides onsite client service and support

Assumes responsibility for effectively performing technical support functions.

§ Clear and concise As Built generation within 5 business days of assignment

§ Project management when requested

§ Assists our service department in supporting our clients when needed

Assumes responsibility for effectively performing customer support services.

§ Responds to e-mail requests promptly and courteously

§ Identifies opportunities to improve user satisfaction

§ Maintains relationships with customers to ensure that their needs are met

§ Interacts well with customers to increase customer satisfaction

Assumes responsibility for maintaining professional business relations with external support and technical service contacts.

§ Develops and maintains effective relations with vendors and service providers

§ Preserves professional relationships with outside vendors when requesting upgrades

§ Provides information and assistance to other employees as requested

Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and with management.

§ Maintains regular contact with all departments and offices regarding evaluations, training and support. Distributes materials on updated processes and procedures

§ Notifies supervisor of operating problems that cannot be corrected by routine procedures

§ Attends meetings as assigned

§

§ Completes records and reports as assigned and updates ERP/CRM with meetings, appointments, tickets, etc.

Assumes responsibility for related duties as required or assigned.

§ Completes special projects as assigned

§ Stays current on the latest trends relating to the products and services that we provide

QUALIFICATIONS

EDUCATION/CERTIFICATION: BS or equivalent.

Additional broadcast or postproduction training preferred

REQUIRED KNOWLEDGE: Knowledge of Video, Audio, and Networking Solutions

EXPERIENCE REQUIRED: A minimum of four years of experience working as a Media Engineer (or equivalent experience) in the postproduction or broadcast industry.

SKILLS/ABILITIES: Good time management, planning, and organizational skills

Able to communicate complex information clearly

Attentive to detail

Willing to learn and apply new knowledge

Able to coordinate well with other departments and personnel

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery

PHYSICAL STRENGTH: Need to be able to walk and stand during the day. Should be able to lift up to 50 lbs.

COVID-19: Applicant must be fully vaccinated against COVID-19

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions

(Such as in a typical office)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions

Able to interpret a variety of technical instructions and can deal with multiple variables.

MATHEMATICS ABILITY: Ability to compute discount, interest, profit, and loss;

commission markup and selling price; ratio and

proportion and percentage. Able to perform very

simple algebra.

LANGUAGE ABILITY: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar. Ability to communicate distinctly with appropriate pauses and emphasis; correct pronunciation (or sign equivalent) and variation in word order; using present, perfect, and future tenses.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
All applicants are required to be fully vaccinated against COVID-19

Education:

• Associate (Preferred)

Experience:

• Microsoft Excel: 1 year (Required)
• Microsoft Office: 1 year (Required)
• Windows: 1 year (Required)
• Computer networking: 1 year (Preferred)

Work Location: Multiple Locations

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