Velocity is seeking to hire TVDS Tier 3. The TVDS Tier 3 supports all operations/engineering members with operational/technical support-related issues in a 24/7 environment and is responsible for providing operational and technical support for the Television and Digital Signage Velocity team and clients.

The TVDS team relies on the TVDS Tier 3 to solve issues electronically, on the phone, and in person. Other responsibilities include providing operations and customer support for the portfolio of applications and products used for file-based digital workflows including media content and hardware support. This is a role that combines engineering, information technology, and customer service. An ideal candidate will have a background in Dish TV services, Pro:Centric’s, some networking, and SOP documentation. This person will need to operate in a fast-paced environment, enjoy interacting with customers, and willing to tackle unique challenges head-on. This is a full-time hourly position that can be hybrid or fully remote.

Must be able to work the following shift in eastern standard time:

8am-6:30pm (Friday, Saturday, Sunday & Monday) EST

Primary Responsibilities:

Identify and create efficiencies for both support and install processes.
Ensure the workflows are documented and understood by SMEs and coordinated with their departments.
Oversee escalated issues and drive root cause resolutions.
Test and document new hardware, CSM’s and firmware’s for the support group and flush out any issues or bugs before going live in production.
Hold regular training sessions with appropriate support team members to maintain knowledge and understanding of support steps.
Manage cadence of regular documentation reviews and updates from CSM, engineering team, and TVDS management.
Serve as gatekeeper for wiki documentation surrounding all network content structure and associated workflows/functionality and work closely with CSM’s regarding their customer needs.
Serve as support team SME for all new Velocity products in “Beta or pilot” status for X amount of time until product is certified as BAU.
Track and share a view of pending issues, status, temporary and/or long-term resolution details and associated timelines.
Provide afterhours support as needed for issues elevated beyond Tier 1 and Tier 2 scope of understanding.
Supplement the duties of Tier 1, Tier 2, Team Lead as needed to ensure top level support is being provided to clients.
Maintain relationships with both customer facing emails and company internal contacts.
Responsible for ensuring all jobs are completed, validated, with all deliverables received.
Responsible for creation and maintenance of field technician job scopes and development of technician SOP Protocols in conjunction with TVDS Management.
Background in Dish TV services, Pro:Centric, some networking, and SOP documentation.
Ability and capacity to demonstrate good analytical skills.

Qualifications, Education and Experience:

Bachelor’s Degree in computer information sciences or a related field of study or equivalent work experience.
Experience working with windows-based hardware.
Experience supporting TV and network connections.
T2 or equivalent experience in TVDS work environment and interactions.
Experience with RF equipment.
Strong writing skills and the ability to make troubleshooting documentation.
Strong critical thinking.
Ability to see big picture and what the effects of decisions might have on a large scale.
Time management.
Quality Assurance process development for Tier 1 and Tier 2 Support.
Quality Control Standards and Practices for Tier 1 and Tier 2 Support.

Preferred Experience and certification:

Dish Certifications and high-level knowledge with Dish Network / Evolve systems
MATV and SMATV - high-level knowledge of design, implementation and troubleshooting QAM, Analog, DOCIS, and Data over coax systems.
IPTV – High level knowledge of IPTV deployment and network topology.
LG product training.
Samsung product training.
Good troubleshooting background on windows operating systems.
Ability to see big picture and what the effects of decisions might have on a large scale.
Time management.
Quality Assurance process development for Tier 1 and Tier 2 Support.
Quality Control Standards and Practices for Tier 1 and Tier 2 Support.

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Let’s go!

Our Benefits

Medical, Dental, Vision
PTO & Paid Holidays
Paid Parental Leave
401K – with Employer Match
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

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