Job Description :
Title: Technical Analyst Application Support Engineer
Location : Denver, CO (Only Locals)
Duration: 6+ Months Contract
Interview: F2F
Visa: No H1b
Locals required.

Job Description:
Provide 24x7 On-Air systems support and daily operations support.
Overnight shift-schedule support will be required during on-air rollout and special broadcast events.
Research and identify root cause and potential solutions to software and hardware issues, engaging proactively with customers, developers and other engineering teams
Specifically, asking customers and other support levels targeted questions to quickly understand the root of the problem
Walk customers through a series of actions, either via phone, email or chat, until they''ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Prioritize and manage several open issues at one time
Document and track issues via ticketing tool, owning the tickets and pursuing resolution within agreed SLAs
Build and maintain knowledge-base from root-cause and remediation steps taken when resolving support cases, working closely with SW developers, architect, and other subject matter experts (SMEs)
Build and maintain monthly reports on application support stats and KPIs
Perform basic scripting (Linux shell, JavaScript, others) and/or use back-end configuration and other tools provided by engineers to help provide temp and long-term solution for support escalations
Maintain jovial relationships with customers and other key teams we rely on for best customer satisfaction
Other duties as assigned.

Qualifications/Requirements:
Education/experience in IT, engineering, or related field - ideally BS in Engineering/Computer Science and experience within the broadcast industry.
Minimum of 5 years of experience in a similar position in a technical support environment including debugging and problem analysis in support of mission critical applications and services.
Minimum of 2 years of experience on scripting languages – ideally in JavaScript environment along with python and shell scripting proficiency.
Minimum of 5 years of experience managing a GNU/Linux environment for development, including package management and basic system administration.
Minimum 5 years working with IT systems, with a solid understanding of network protocols and standards (e.g. DNS, TCP, HTTP, FTP, SSH
Excellent verbal and written communication skills.
Schedule flexibility is needed to meet on-air operational needs.

Desired Characteristics
Familiarity with broadcast production or video production systems
Experience working with Agile and Scrum methodologies for software development and project execution.
Familiarity with software development tools such as JIRA, GitHub, and Jenkins.
Experience with high-volume data migration projects.