What are the responsibilities and job description for the Localization Support Engineer position at The Weather Channel?
Position Summary
The Localization Support Engineer, providing Tier 2 and Tier 3 support, takes the lead in maintaining the hardware and downlink equipment physically located at customer’s equipment rooms across the country. This role collaborates with customer’s on-site engineers and Tier 1 support staff to install, troubleshoot and deploy equipment, ensuring seamless delivery of TWC's programming services. The primary duties for this position center on The Weather Channel television network, but also include technical support for satellite receivers and authorizations / de-authorizations for 7 Entertainment Studios Networks.
The primary responsibilities of the Localization Support Engineer are to make and respond to all calls concerning equipment deployment, repairs or returns. This position will log all requests into the call tracking system and document and detail all tech surveys for launches of new equipment. The Distribution Support Engineer tracks shipping and manages all aspects of the equipment installation with the Headend Technician. The Localization Support Engineer reports to and follows the direction of the Manager, Localization Systems Support. The Localization Support Engineer will also work with Broadcast Engineers to identify and resolve issues related to satellite receivers or other problems with The Weather Channel broadcast feed to cable customers.
These networks operate 24x7, so this position will require some regular hours or on-call support outside of standard business hours.
Additionally, this position will play a key role in the development, installation and deployment of product upgrades. The Localization Support Engineer will be the lead contact with the cable headend engineers to provide assistance with the technical details around coordinating the transition to the next-gen localization solution.
Qualifications:
- 5-10 years of experience providing technical computing support
- Experience with cable industry broadcast engineering preferable
- Experience with IP video delivery preferable
- Basic knowledge of Windows operating systems
- Basic familiarity with networking fundamentals (Ethernet, TCP/IP)
- User ID administration and LAN/WAN management tools
- Ability to troubleshoot, research, and resolve technical issues
- Ability to escalate problems through priority phases and provide customer updates
- Ability to work with minimal supervision
- Exceptional interpersonal teamwork skills required
- Ability to manage several incidents simultaneously
- Excellent verbal and written skills with the capability to communicate technical information to the customer level and document required information to assist in the timely resolution of issues
- Ability to remain calm and make rational decisions during critical situations
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.
