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Technical Support Engineer (Level 2)

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Technical Support Engineer (Level 2) Technical Support Engineer (Level 2) JOB SUMMARY Newsroom Solutions is seeking a support engineer to work from our Hollidaysburg, PA office, or telecommute on approval, to troubleshoot client issues with our software and hardware, and train new clients. Our platform includes a web-based application suite built on Linux, and a broadcast television graphics device on Windows XP/7. The successful candidate will have excellent communication skills, have used computers extensively, and be able to work with at least one scripting language (Perl, JavaScript, VBScript, or similar) to perform his/her duties. The candidate will be working with television stations and the result of his/her work will be seen on TV by millions of people. He/She will not just be answering questions but writing scripts that interact between the client’s database and graphic device, according to the client’s need. This position has no direct reports and usually works very independently on assigned cases. This position reports to the Manager of Client Services. ESSENTIAL DUTIES AND RESPONSIBILITIES Receive phone calls and emails from clients, determine the nature of their request, and enter it into the ticketing system. Process and solve support tickets utilizing your knowledge of our product and your existing knowledge in the IT field, working independently, and recognize and escalate difficult technical/business issues to facilitate resolution. You will use your own problem solving abilities to work through the issue and not simply follow a question and answer sheet. Write small scripts based on the Perl scripting language to control data flow from Newsroom's software to the client's television display. (Prior knowledge of Perl not required but previous experience in a scripting language or programming experience in any language is a must.) Write small scripts based on tools provided by our API to export database content to station's website using formatted HTML. Train new clients on Newsroom's software and hardware platform. On rare occasions, on-site travel may be requested (all expenses paid). Remotely install and configure software on new client servers. Proactively stay up-to-date with all the latest technologies concerning Newsroom’s products, services, and underlying technologies, and share this knowledge with colleagues. Create Knowledge Base articles and technical notes, as directed. Take turns being on-call for after-hours emergencies. (You may be required to be on-call for up to two holidays a year.) Other duties and responsibilities that may be assigned from time to time. REQUIRED SKILLS Personable with excellent customer support skills, including effective spoken and written communication, with ability to remain calm under pressure and work through difficult concepts under tight deadlines. Willingness to learn, easily adaptable, and able to follow directions. Basic technical skills in (1) an advanced scripting language, such as JavaScript or VBScript, (2) writing raw HTML (in a text file, not using a layout editor), (3) the use of Photoshop or similar application, and (4) Linux (and/or Unix). Good technical skills in Windows 7 (and/or XP). Highly motivated, self-starter, and independent with ability to multi-task, stay organized, and complete assignments with minimal supervision. DESIRED SKILLS Perl or similar programming experience. Advanced knowledge of Linux. Advanced knowledge of Photoshop. Basic knowledge of 2D and/or 3D animation (After Effects, Cinema 4D, Maya, Lightwave, Max 3ds) Basic SQL knowledge (MySQL preferred). Basic knowledge of television graphics, production, and/or engineering. MSCE, A+, Net+, RedHat Certifications a plus. COMPENSATION AND BENEFITS $14 - $18/hour, depending on experience, at 36-40 hours per week, paid monthly. Hours should be worked between 8:00 AM and 8:00 PM, Monday - Friday, with some flexibility provided. Exact schedule to be determined. Full health benefits (including dental and vision) for self. (Newsroom currently pays 100% of the annual deductible passing none of it on to employees.) Participation in company 401(k) retirement plan, after first year of employment, with 100% vesting. Company match of first 3% of employee contributions, 50% match of next 2%. Paid holidays, 10 paid vacation days, and paid sick days. ABOUT NEWSROOM SOLUTIONS Newsroom Solutions, LLC is the leading provider of a turnkey software, hardware and services solution for television news tickers, channel branding and related services. NewsTicker, Newsroom’s flagship product, is the industry’s largest selling ticker software, allowing stations to place news, sports, weather, and other content along the bottom of the screen during newscasts. Its products are installed in 48 of the 50 largest TV markets and can be seen daily in more than 90-million homes. Newsroom has a reputation for innovative development and excellence in customer service. The successful candidate will maintain and enhance Newsroom’s reputation for service and be willing to “go the extra mile.” You will be a very active member of a small team of professionals in a comfortable environment, where your work is valued and your service respected. We develop on RedHat/CentOS Linux and Windows XP/7 operating systems using C, Visual C++, Perl, SQL, JavaScript, JSON, AJAX and HTML. APPLY Send resume to: Drew Hahn Vice President for Research and Development [email protected] No calls please. .
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