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Tier 2 Support Analyst
Job ID 183638 Date posted 03/01/2018 Location Atlanta, Georgia
Videa (www.videa.tv) is a well-funded start-up under Cox Media Group and Cox Enterprises in Atlanta, GA (Buckhead).
We have JUST REVOLUTIONIZED the way television advertising is purchased and sold by creating a best-in-class cloud based automated technology platform. Our advertising supply side product is the leading solution for local broadcasters and media buying agencies across the US. Media Buyers and TV Advertising sales reps can complete sales/buys in minutes rather than suffer through weeks of back-and-forth calls and emails. The problems we solve are complex and challenging! We invest heavily in our people and our technology. Our culture is one of fun meets innovation.
We currently have a need for a Tier 2 Application Support Analyst to liaise with Videa’s Tier 1 customer support team, Tech Operations, Software Development, and other Videa and/or Cox Media Group personnel to support technical issues encountered with the Videa solution. The results oriented, time sensitive, customer focused professional we seek will resolve incidents within the specified Service Level Agreements/Operational Level Agreements. Additionally, this individual will provide domain expertise to internal and external customers via knowledge transfer and knowledge articles.
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.
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.
SPECIFIC KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES :
- Excellent interpersonal skills.
- A Bachelor’s degree or equivalent in Computer Science, Engineering, or a related technical field preferred.
- Excellent analytical, troubleshooting, and research skills with application issues in production and development environments.
- Ability to rapidly diagnose and resolve production issues.
- 3-5 years of SQL experience. Skilled at identifying records in SQL using select statements. Advanced SQL knowledge such as joins, subqueries, sorting, grouping, and rollups, a PLUS.
- 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.
Cox Media GroupPrimary Location:
US-GA-Atlanta-3390 Peachtree Rd NEEmployee Status:
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