Job Information
Sinclair Broadcast Group Tier 2 Digital Technical Support Specialist (AOS) - Remote in Hunt Valley, Maryland
Sinclair Digital Group is looking for a highly analytical & customer centric individual to work as a Tier 2 Digital Technical Support Specialist for AOS. The ideal candidate will have a strong technical background and a passion for delivering exceptional customer service.
As a Tier 2 Digital Technical Support Specialist specializing in AOS (Advanced Operating Systems), you will be responsible for providing advanced technical support to our Sinclair stations. You will work closely with the Tier 1 support team, Compulse Leadership, Digital Trainers, as well as our AOS product managers, to resolve complex technical issues efficiently and effectively for digital orders.
Responsibilities:
Diagnose and troubleshoot complex technical issues reported by customers via email, Service Now or Jira platforms.
Provide timely and accurate resolutions to technical problems, ensuring minimal downtime for our stations.
Maintain a high level of technical expertise including being an expert on all aspects of Sinclair Digital products and Compulse processes.
Collaborate with Tier 1 support team members to identify trends in customer issues and develop strategies for proactive issue resolution.
Prioritize and triage escalated tickets based on severity and impact on customers.
Investigate root causes of escalated issues and implement corrective actions to prevent recurrence.
Document customer interactions, including details of the reported issue and steps taken to resolve it.
Escalate unresolved issues to the appropriate internal teams (Compulse, Unified Ad Sales, STP, SASO) and follow up until a resolution is achieved.
Assist in creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides for AOS products.
Continuously update your technical knowledge and skills through self-learning and training sessions provided by the company.
Requirements:
Proven experience in a technical support role, preferably in a Tier 2 or equivalent capacity.
In-depth knowledge of AOS (Advanced Operating Systems) and related technologies preferred.
Strong troubleshooting skills with the ability to analyze and solve complex technical problems.
Excellent communication skills, both written and verbal, can convey technical information to non-technical users.
Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
Customer-focused mindset with a passion for delivering exceptional customer experiences.
Digital Marketing/Ad Agency Operations experience required.
Ability to multi-task successfully in a fast-paced environment.
Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!
About Sinclair
Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 185 television stations in 86 markets affiliated with all the major broadcast networks; and owns Tennis Channel and multicast networks Comet, CHARGE!, TBD., and The Nest. Sinclair's content is delivered via multiple platforms, including over-the-air, multi-channel video program distributors, and the nation's largest streaming aggregator of local news content, NewsON. The Company regularly uses its website as a key source of Company information which can be accessed at www.sbgi.net .
About the Team
The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let’s talk.
The base salary compensation range for this role is $65,000 to $79,000. Final compensation for this role will be determined by various factors such as a candidates’ relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, sick leave, vacation time, personal time, parental leave and employee stock purchase plan.