Tier 1 Support

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About the Job

Our client has a requirement for a Tier 1 Support  for a 1 Year Contract opportunity.  The position is located in Vancouver, British Columbia

What makes this Special

Our client is one of the largest computer technology corporations in the world. They develop, manufacture, license, and support a wide range of software products for computing devices.  Known for what is generally described as a developer-centric business culture, they are a worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Role

We are looking for a passionate and driven individual to join the Live Operations team and provide first line support for our next-generation entertainment experiences.  This role will support the Duty Manager in maintaining the day to day operational health of our applications and infrastructure and the delivery of all live broadcast video and VOD content to end users.  In the event of an operational issue, Live Operations Tier 1 Support will be responsible for responding to and investigating incidents in a timely fashion.  This will involve working in tandem with both internal Microsoft groups and external business and technical partners to solve problems with complex content delivery systems.

Client's studio is at the forefront of developing new interactive entertainment experiences across devices, led from the living room and powered by the cloud.  We maintain and support the following interactive video entertainment applications for the Xbox 360 console:

• ESPN
• MLB.tv
• NBA Game Time
• NHL GameCenter
• UFC on Xbox LIVE
• Sports Picks

This will extend to the following applications on the newly announced Xbox ONE platform when launched later this year:

• NFL
• ESPN

 Responsibilities

• Capture and entry operational issues in the Ops Issue Management System
• Use various investigative tools to perform incident investigation and determine root cause analysis
• Communicate findings to Duty Manager and update information in Issue Management System
• Document commonly encountered issues and their resolutions as KnowledgeBase articles.
• Review error reports and investigate cause for most common errors for each application.
• Maintain NOC equipment and monitoring infrastructure to ensure all systems are operational and ready for troubleshooting.
• Identify opportunities to streamline operations, optimize support efforts, and improve incident handling processes.

Qualifications

• Methodical, self-starter, proactive attitude
• Problem solving and troubleshooting skills
• Well organized with strong attention to detail.
• Excellent written and verbal communication skills
• Ability to manage multiple tasks and prioritize accordingly
• Ability to stay focused in a high-pressure, team environment
•  1+ year of working in a service desk environment.
• Ability to write detailed and accurate descriptions of complex issues, reproduction steps, and resolutions.
• Experience working with complex enterprise systems, networks, and services.
• Experience with various programming and scripting languages (Javascript in particular) and SQL would be an asset.
• Must be available to work weekends and evenings on a regular basis.

 How to Apply

Online:To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com