The position will be within General Motors Core IT business unit, based Detroit, Michigan. This is an Operations position where the candidate will play a key role in creating and supporting Enterprise Broadcast services to Internal GM teams. Areas of support include technical support of meeting using tools which range from: Video streaming, Video/Audio Switching, Video Collaboration Rooms, Kaltura, MS Teams, or any potential video meeting platforms onboarded to GM, and customer logistics to support an event. The goal is to provide customers (with a premium user experience using world class digital platforms).
As a Broadcast Services Engineer, the individual will participate in design, development implementation and support of GM’s meeting and collaboration services, including Operational support, process improvement, solution creation and deployment. Successful applicants will also provide technical knowledge in re-engineering existing solutions and solve a variety of multi-platform or cross-functional issues relating to Video and Unified Communication.
The successful individuals will provide direct customer support and coordinate resolution of issues through their knowledge and ability to solve via remote collaboration / desktop use/ trouble ticket or to dispatch onsite service. The successful candidate must be able to drive improvement through quality initiatives, including metrics development, monitoring and corrective action for deficiencies.
Team members must work cross-functionally between operations, engineering teams, and end-user support teams. The person contributes and develops communication materials, service and operational level agreements, internal specifications documents, project planning documents, end-user communication and other written forms necessary to manage a service. It is expected that they will provide regular updates to project managers, program managers, or management regarding status of open projects, initiatives or services.
Important capabilities are to partner with cross-geographic teams as well as manifesting a great understanding for cultural diversity. Must have excellent language and customer service skills. Handle stressful situations in a professional manner and be creative in problem resolution. Successful applicants should understand and track industry trends, standards, current technologies, and policies and can articulate the effects of these trends in our broadcast services space.
This Position may require the person to work a flexible shift structure. The Shift Structure will follow our service based on working hours utilizing video and digital signage locations. Engineers may operate in a small team of engineers per shift and will sustain the video services on a 24 x 7 basis.
What You'll Do:
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Work in a collaborative team environment which requires high interaction with senior level executives and support personnel.
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Quickly identify and troubleshoot issues related to equipment and systems to minimize disruptions.
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Perform regular maintenance on broadcast equipment to prevent downtime. Conduct repairs as necessary and arrange for equipment replacements or upgrades.
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Monitor broadcast signals to ensure the highest quality of audio & video. Implement quality control checks to meet broadcast standards.
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Participate in developing and maintaining SOPs and system documentation.
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Implementing Solutions developed by Core IT
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Operate a video switcher, and associated peripherals for live and recorded productions on all platforms.
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Implementing and supporting products by any relevant Cisco, Microsoft, Google, Adobe, or other world class meeting services
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Analyze and create technical specifications and standards as required
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Ability to lead complex, cross-organizational projects across multiple boundaries
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Deploy and manage technologies from multiple vendors’ cloud services.
What You'll Need:
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Bachelor's degree or equivalent experience in related field
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10 years of technical experience or educational equivalent, including entry level knowledge in at least one Telecom area (Data, Voice, Video or Applied Networking)
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Experience in troubleshooting LAN/WAN, Video Conferencing, Audio platforms
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Experience with digital audio and video streaming
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Experience in Installing and configuration of PC and network hardware, software, routers, hubs, etc.
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Experience in maintenance and development of all aspects of technical facilities including studios, transmitters, broadcast equipment, computers and data networks.
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Experience managing complex events where customers expect flawless execution of the show flow and services supporting their event
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Demonstrated experience being a customer advocate were expectation of their show needs to communicate to the technical support team for execution
Preferred Qualifications:
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Broadcast Streaming Experience
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Experience with studio and field broadcast production systems.
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Experience with broadcast switching and editing systems.
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Project management skills are an advantage
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Experience in Change Management, Escalation Management and Post-mortem development
