Tier 2 Support Analyst

Location Atlanta, Georgia Job Number 173221 Brand Videa, LLC

Description

Videa (www.videa.tv) is a well-funded start up backed by Cox Enterprises in Atlanta, GA (Buckhead).

Videa is rapidly bringing a series of products, services and new technology to the traditional TV media marketplace by building a new automated and data-driven approach to buying & selling linear television advertising. Videa is laser-focused on ensuring our supply side platform is the leading solution for local broadcasters and media buying agencies across the US.

POSITION SUMMARY

• Liaise with Videa’s Tier 1 customer support team, Tech Ops, Development, and other Cox personnel to support technical issues encountered with the Videa solution.
• Resolve incidents within the Videa application within the specified Service Level Agreements/Operational Level Agreements.
• Provide domain expertise to internal and external customers via knowledge transfer and knowledge articles.
PRIMARY TASKS/RESPONSIBILITYES: 
• Support software and cloud solutions utilized by Videa’s Tier 1 Support Team.
• Investigate and resolve 2nd level support incidents that are beyond the scope of Level 1 support.
• Accurately document all service request details within CRM and bug tracking systems. 
• Track, manage, and resolve technical issues encountered with the Videa solution.
• Monitor application dashboards to ensure peak performance within the Videa application system.
• Troubleshoot issues in all software environments to isolate problems, identify performance issues, etc.
• Engage Cox helpdesk, CMG Technology, and other Cox personnel for assistance as required and track issues to resolution.
• Coordinate cross functional remediation efforts.
• Assist with coordinating the timing of system upgrades and maintenance with Videa’s Operations Team.
• Document FAQ’s and known problems within the Videa Knowledgebase application.
• Constantly evaluate Videa Tech Ops’ processes and procedures and recommend change to increase operational efficiency.
• Perform and assess operational and onboarding processes and recommend improvements.

SECONDARY TASKS/RESPONSIBILITIES: 

• In the early days of the company the expectation is that every technical team member will wear whatever hat is needed at a particular time. This means individuals aiding any part of the technical team in whatever capacity as appropriate for their skillset.
• Maintain knowledge of technology trends, standards, and methodologies.
• Apply the technology thought leadership findings to constantly improve operations in a software development organization.



Qualifications

SPECIFIC KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES

• Excellent interpersonal skills.
• Excellent analytical, troubleshooting, and research skills with application issues in production and development environments.
• Technical knowledge and understanding cloud based solutions (e.g. SaaS, IaaS and AWS).
• Experience monitoring and analyzing application logs.
• Basic knowledge of network computing, information system security, DNS, IT best practices is a plus.
• Experience troubleshooting database records issues using Microsoft SQL Server and PostgreSQL queries.
• Intermediate knowledge of SDLC and agile methodology. 

WORK ENVIRONMENT

The entity is an early stage start up with in the Cox Media Group family of businesses, located in Atlanta that whose goal is to rapidly bring a series of products, services and new technology to the traditional TV media marketplace.  The company was started late in 2013 and is rapidly expanding its efforts to provide improved operating efficiencies in several key areas of local broadcast and traditional TV media sales.

We are in the process of building a core team of professionals who will collaborate closely to build both an amazing product as well as an amazing culture. The core team of professionals we select will make up the foundation of our organization. 




Cox Media Group (CMG) is an integrated broadcasting, publishing, direct marketing and digital media company that also includes the National Advertising Platform businesses of CoxReps - the country’s biggest television rep firm - Gamut, and Videa.  The company’s operations currently include 14 broadcast television stations; more than 60 radio stations; six daily newspapers, more than a dozen non-daily publications; and more than 100 digital sites and services, like Rare.us, Clark.com, Dawg Nation, SEC Country, Hookem.com, and All22. CMG currently operates in more than 20 media markets and reaches approximately 52 million Americans weekly, including more than 31 million TV viewers, more than 3.5 million newspaper readers, and nearly 15 million radio listeners.  For more information about Cox Media Group, please check us out online at www.coxmediagroup.com.



Organization: Cox Media Group

Primary Location: US-GA-Atlanta-3390 Peachtree Rd NE

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing