Web Support Specialist - Media Services

Right now we are looking innovators who want to push future-forward thinking. Builders who want to be hands-on, building the next generation of media technology for Canadians. Operators to keep the network running smoothly. This is the chance to be part of a prestigious legacy and a history-making technical transformation.

Montreal, QC

CBC/Radio-Canada

<p>Created in 2015 to align, lighten and modernize infrastructure, the Media Technology and Infrastructure (MTIS) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.</p> <p>A place with purpose. CBC/Radio-Canada has always been a highly-regarded pioneer of media technology. Not just in Canada, but around the world. Today, we&rsquo;re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. MTIS is the team making it happen.</p> http://www.cbc.ca/

keywords: who we are,what we do,the opportunity,who you are and where are you now,what's in it for you,own and drive technological solutions,support the technical staff and super users,manage advanced technical support,the education,the expertise,the analytical skills,the relationship building finesse,the communication skills,the collaborative approach

Mid Level

Overview: <p><strong>Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.</strong></p> <p>Created in 2015 to align, lighten and modernize infrastructure, MTIS is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.</p> <p>A place with purpose. CBC/Radio-Canada has always been a highly-regarded pioneer of media technology. Not just in Canada, but around the world. Today, we&rsquo;re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. MTIS is the team making it happen.</p> <p><strong>The opportunity</strong></p> <p>CBC/Radio-Canada is seeking a Web Support Specialist - Media Services to support our Francophone users as part of a team that fields up to 1000 support requests. Our new Senior Specialist - Media Services will be responsible for analyzing and understanding issues related to Radio&shy;-Canada&rsquo;s web environment. You will work with production teams and solve level two issues; draft documentation related to problem solving and guide first level colleagues. As part of a 3-person team, the role will require you to be available for after-hours support 1 out of every 3 weeks.</p> <p><strong>Who you are and where are you now?</strong></p> <p>You have experience providing level/tier 2 technical support and acting as a point of escalation. You are looking for an opportunity to take on a coaching role while channeling your passion for customer service supporting internal clients experiencing complex technical issues. You understand how all of the pieces of a web application puzzle (Architects, Developers, DevOps) come together to create a site. More importantly, you understand the domino effect of a single change and how it impacts the systems and applications tied to that change. You are a firm believer in knowledge sharing and you want a role where you can build a team and bring people together to brainstorm and problem solve.</p> <p><strong>What&rsquo;s in it for you?</strong></p> <p><strong><u>C</u>hallenges.&nbsp;</strong>We spend our days solving problems on an unbelievable scale. Media files are highly nuanced and incredibly complicated; moving our broadcasting content is a complex technical feat, whether between on-prem servers or to the cloud. And that&rsquo;s just the beginning. &nbsp;This is an opportunity to learn our interconnected systems in-depth; suggest improvements and try new solutions. You will be part of a prestigious legacy and a history-making technical transformation. You will position yourself to grow your career here moving into a Project Manager or Advisor role.</p> <p><strong><u>B</u>e part of the change.</strong>&nbsp;Right now we are looking for people who can execute our strategy. Innovators who want to push future-forward thinking. Builders who want to be hands-on, building the next generation of media technology for Canadians. Operators to keep the network running smoothly. We want to hear the ideas, see the designs and implement the innovations brought to us by our teams. You will be part of a prestigious legacy and a history-making technical transformation.</p> <p><strong><u>C</u>utting-edge tech.</strong>&nbsp;Data management. Cloud migration. IP for broadcast. AI. Security and reliability. The road ahead changes every day. By joining us now, you will become both pioneer and expert with a highly specialized, in-demand skill-set as you help us take steps towards the next frontier of media. While we will want you to stay, we know you will be able to go anywhere after this.</p>
Responsibilities: <p><strong>How you will make a difference, you will:</strong></p> <ul> <li>Own and drive technological solutions. You will be responsible for evaluating and recommending hardware and software. You will be responsible for procedures related to updates with equipment, systems, applications and software.</li> <li>Advise management on the development of strategic plans.</li> <li>Support the technical staff and super users. You will: <ul> <li>Train the staff.</li> <li>Be physically present and available for the teams during major breakdowns or failures.</li> <li>Participate in the development team's Agile meetings.</li> <li>Share solutions with level one support staff; discussing highlights of the week.</li> </ul> </li> <li>Manage advanced technical support. You will oversee the team as well as provide direct level two support for the maintenance of systems, applications, equipment and software. You will: <ul> <li>Be proactive (during special events, site launches, go-lives).</li> <li>Ensure that these operate smoothly and remain available, while also guaranteeing the integrity of stored data.</li> <li>Provide level two web support between the level one and web production.</li> <li>Liaise with infrastructure and web applications.</li> <li>Develop and suggest tools for analysing issues.</li> <li>Contact and coordinate resources to resolve issues (network, infrastructure, development, publicity, audio video) and do follow-ups.</li> </ul> </li> </ul> <p><strong>Why join us?</strong></p> <p>At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. We offer a rare-in-tech work-life balance with an excellent benefits package and a pension plan noted as one of the best in the country; we want to ensure you are happy in and out of the office.</p> <p>We are a dynamic, in-flux team less than 3 years old, brimming with potential. There&rsquo;s a lot of exciting work ahead of us and while we aren&rsquo;t there yet, we have a plan. Our focus is fulfilling our mandate to exceed audience expectations. We weigh our options, research, explore and evaluate. When we make a decision, we follow through with purpose. We don&rsquo;t have one static future ahead of us, but a fluid set of options. This means a chance to be part of that change whether you are an idea generator or an executor.</p>
Requirements: <p><strong>What you bring</strong></p> <ul> <li>The education. You have a post-secondary degree in Computer Science, Information Management or a related field. You are fluent in French and have a working knowledge of English.</li> <li>The expertise. You have 3+ years experience working in web technical support. You are curious, highly analytical and driven to find repeatable solutions. Ideally, you have: <ul> <li>Knowledge of web infrastructure and mechanisms for the delivery of sites (CDN, cache, origin, web service, servers, CMS, file server, DFS).</li> <li>An understanding of main back-end workflows and the various web services involved in web content delivery.</li> <li>Hands-on experience with Microsoft, Apple, Google, Akamai, Dalet, Avid.</li> <li>Exposure to the Agile Scrum methodology.</li> </ul> </li> <li>The analytical skills. You are a strategic thinker and can respond quickly to critical circumstances. You can balance multiple projects simultaneously and execute decisions independently.</li> <li>The relationship building finesse. You can nurture strong two-way relationships with peers, partners, clients, staff, senior managers and external technological vendors.</li> <li>The communication skills. You are skilled at presenting ideas. You can translate complex technical information into easily digestible steps for a non-technical user. You know how to listen and you understand perspectives.</li> <li>The collaborative approach. You thrive in a team-focused environment. You can guide and direction for teams and take a hands-on role wherever needed.</li> </ul> <p><strong>To apply:</strong></p> <p>Think this job is meant for you but worried you don&rsquo;t have it all? At CBC/Radio-Canada we know that not everyone takes the same path when it comes to building their skills. Hands-on experience, intelligence, innovation, a passion for learning and a team-focused approach can combine to form the best set of qualifications. If you feel you meet 70% of the requirements we are seeking and you are excited by the possibility of growing our company, take a chance and express your interest here:&nbsp;<a href="https://bit.ly/2kl4guI">https://bit.ly/2kl4guI</a></p> <p>As a leader in expressing Canadian culture and enriching democratic life, we need to be as diverse in every way as the country we serve, both within our workforce and on air. As an employer, we value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and permeate all the services we provide as Canada's public broadcaster.</p>