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Lead Technician - Broadcast Operations

Company: DISH
Location: Cheyenne
Posted on: December 5, 2019

Job Description:

Summary DISH is a Fortune 250 company with more than $13 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television. The TOC (Technical Operations Center) is a television programming environment where the operations team is responsible for monitoring, responding, escalating, documenting and maintaining the quality of all services that are re-distributed to its customers. Communication in written and verbal form with station personnel, internal departments and co-workers is essential to the performance of the team. All TOC personnel are expected to be able to multi-task, pay attention to fine details, demonstrate good teamwork and follow instructions given to them in an orderly and timely manner. Each member must have the ability to manage their own daily responsibilities, but also be able to take specific instructions for a special event and follow through to completion. In addition to day-to-day activities associated with ensuring on-air signal integrity, this position provides situational guidance, technical leadership, and is a point of escalation for their respective TOC team members and management. This position advises and assists team members in resolving complex issues that arise with internal and external customers as a result of outages and failures during a particular shift. In addition to mastery in all technical areas within the respective TOC environment, a Lead Technician must possess in-depth operational knowledge of all Operational Support Systems (OSS) used within the TOC, facilitate knowledge transfers, review and create Standard Operating Procedures (SOPs) and keep supervisors apprised of issues affecting their respective team. In this Lead Technician position, technicians are expected to have the willingness and flexibility to not only perform day-to-day console operations but to act in a technical leadership role as directed by management within an assigned TOC Team. Activities would include, but are not limited to: leading outage bridges, managing escalations, interdepartmental coordination activities, providing updates to leadership at multiple levels, interfacing with service providers, directing service resolution activities and acting in a supervisory role if needed. Job Duties and Responsibilities Responsibilities: ? Effectively uses written and verbal communication skills to relay details of issues or tasks (i.e. email, ELVIS, telephone, etc.) ? Actively participates in scheduled meetings, supports changes and ensures that teams are informed ? Provides feedback to the supervisor on team performance ? Possesses an in-depth working knowledge of all Operation Support Systems (OSS) or uplink departments within the respective TOC environment? Reviews and signs off on the content and quality of tickets created by the team? Helps direct team activities and actions during crisis situations; serves as the communications hub for the uplink, orchestrating phone, radio and intercom communications traffic? Receives and accepts passdowns to ensure all notifications such as weather alerts or hourly updates are communicated to oncoming shift personnel, and get clarification when needed.? Facilitates "On-the-Job" (OJT) training using departmental Standard Operational Procedures (SOPs) and training processes from the Technical Training Department.? Demonstrates objective command of the shift, including assigning tasks or consoles and providing work related feedback to team members? Responds to visual and audible alerts via man-machine computer user interface screens? Monitor on-air programming and responds to alarms on local, national and international broadcasters? Performs technical quality checks on DBS and IP systems to ensure A/V meets Dish Standards? Monitor services that include adult content without objections? Provides Tier 1 network support and serves as a first point of escalation for the technicians within that team and provide the on-site single point of contact (SPoC) functional leadership and support for the TOC team? Validates customer complaints and follows through to provide a response to the customer? Documents technical discrepancies or outages and reports problems to appropriate personnel? Prepares reports for external use detailing technical discrepancies and reports problems to appropriate personnel including Executive summary reports and timelines for supervisor review? Communicates with outside providers to determine outages and uses persuasion and cooperation to drive resolution? Evaluates and determines impact of service outages, recommends or performs preventative/corrective measures, and documents actions taken in established databases? Uses databases effectively, maintaining logs and inputting data into established databases? Ensures escalation and communicates with senior staff as required? Assists management with Quality Assurance reviews to ensure compliance to SOPs and technical standards ? Participates in the development and implementation of processes, procedures and training materials.? Participates in the development of the department by mentoring and training junior personnel? Performs thorough troubleshooting of problems and makes well-informed decisions involving the signal path, media, programming and logs? Responsible for coordinating and/or performing of on-air routing of content? Uses character generators and on-air routers to provide customer messaging? Accepts OTHER duties as assigned Skills - Experience and Requirements Qualifications: ? 3-9+ years of progressively related experience. High School Diploma, GED, or Vocational education in a technical or broadcast field preferred.? BA/BS degree in a technical or broadcast field? 18-24 months experience in a broadcast environment? Experience in graphic editing tools such as Photoshop or other graphic tools? Complete knowledge of procedures of specialization. Understand cross-functional projects. Able to collaborate with various departments. ? Must be available to work a rotating schedule as dictated by the needs of the business as the facility operates 24/7/365? Ability to sit for long periods of time? Ability to use communication to build a positive environment by demonstrating respect, clarifying expectations and keeping commitments. ? Attitude inspires confidence by approaching work with energy and determination to contribute. ? Communication skills and strong customer service orientation. ? Able to clearly communicate network issues and the status of efforts to resolve problems ? Ability to communicate complex technologies effectively with non-technical personnel and customers ? Ability to read and make well-informed decisions to interpret documents such as operating manuals, instructions, procedures.? Ability to deal with concurrent problems and issues effectively ? Ability to remain calm in a high pressure situation and deal with ambiguous or unexpected situations ? Ability to prioritize in a fast paced environment ? Capability to approach problems not covered by existing procedures is important ? Self-sufficient with analytic skills requiring little supervision and be able to deal with ambiguous environments ? Ability to lead small teams and coordinate with individuals outside of your direct team by using persuasion and cooperation ? Ability to work effectively with cross-functional teams. ? Flexible enough to deal with different technical skill levels, skill sets and highly dynamic work environments and schedules? Associates degree in a technical or broadcast field and 1-2 years of technical support experience in a lead role within a similar industry or 3-5 years of demonstrated progression in career? Identified as technical leader for specialization. Recommends changes to procedures. Able to train new employees. Serves as mentor for both new employees and other peers.? 3-9+ years of progressively related experience. High School Diploma, GED, or Vocational education in a technical or broadcast field preferred.? BA/BS degree in a technical or broadcast field? 18-24 months experience in a broadcast environment? Experience in graphic editing tools such as Photoshop or other graphic tools

Keywords: DISH, Cheyenne , Lead Technician - Broadcast Operations, Other , Cheyenne, Wyoming

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