Technical Support Engineer

LTN
Liberty, MO

LTN is hiring a Technical Support Engineer that will be responsible for providing front-line technical troubleshooting to customers utilizing LTN’s products/services for their live TV broadcasts. Customers include major cable networks, media distribution, content owners, and professional sports leagues.


This position will bring live event services online for customers, respond to problem tickets in real time, complete and document thorough troubleshooting steps, and escalate issues as required.


This role will join a team of Engineers in a 24x7x365 environment and flexibility in shift schedules is required (evening, partial weekends). 


A hybrid schedule is offered, but candidates must be able to work at LTN’s facility in Liberty, MO 2 days/week.

Requirements:

  • 2+ years of experience providing technical support directly to end-users via phone and email in a Tier 2 capacity.

  • Experience using ticketing systems (we use Zendesk but any similar system is acceptable). 

  • Basic network administration skills (switch configuration, network connectivity, VLAN setup, etc.) 

  • Basic Linux OS skills (server configuration, ability to navigate command line and log files).

Essential Duties:

  • Collect logs from customer systems.

  • Update software packages for existing systems.

  • Assemble and configure hardware interface units.

  • Update and resolve technical support tickets as work is completed.

  • Serve as front-line technical and customer support for LTN's products.

  • Document actions, findings, and results within the appropriate platforms and/or trouble ticketing systems.

  • Develop rapport with LTN customers and communicate resolution for issues as they arise.