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Advanced Video Engineer II - Video Support Center

Location: Denver
Posted on: January 16, 2022

Job Description:


The Video Support Center (VSC) is a fast paced 24x7 break/fix team that remotely supports all video transport and devices in Charter Video Operations group. This team operates on the front lines for national and regional video device support for the entire Charter footprint as part of a team of engineers dedicated to resolving and mitigating issues with video throughout the entire nation.


  • Responsible for working escalated customer trouble tickets, troubleshooting operations issues and providing technical mitigations to operational problems.
  • Basic configuration and support of advanced video equipment (e.g. VOD, controllers, multiplexing, digital transport, edge QAM, settop boxes).
  • Create and maintain technical documentation of processes and procedures used throughout normal video operations.
  • Interact with vendors and internal Charter teams to mitigate and resolve issues.
  • While performing problem diagnosis, track and update progress in trouble ticketing system.
  • Identify, resolve and escalate as required, operational and design issues through data analysis and recommend solutions to make systems more efficient.
  • Develop problem resolution procedures required to meet serviceability requirements.
  • Actively and consistently support all efforts to restore the customer experienceBASIC / MINIMUM QUALIFICATIONS
    • Bachelor's degree in Computer Science, Engineering or related field, and/or equivalent work experience
    • Minimum of three (3) years engineering work experience
    • Minimum two (2) years of experience in maintaining and troubleshooting video delivery or video applications
    • Minimum two (2) years of experience with internal/external direct customer contact in a technical environment (Headend, Network, Telecom, or Operations background)
    • Must be able to work the following schedule: Wednesday thru Saturday from 6:00AM to 5:00PMADDITIONAL JOB QUALIFICATIONS
      • Understanding of video network architecture, data networking, system operations, and HFC cable systems are required.
      • Operational experience with building, grooming, and troubleshooting various linear and NextGen/OTT/TVE multiplexing, encoding and transcoding platforms such as Harmonic, Imagine, Arris and Ericsson.
      • Basic understanding and experience with Cisco DCMs, Arris CAP/DM6400 Cherry Pickers, BMRs, Imagine BNPs and APEX1k-3k.
      • Understanding of Content Delivery Networks (CDN) along with the applicable support and delivery methods over IP involving HLS & Smooth Streaming technologies.PREFERRED QUALIFICATIONS
        • One or more of the following certifications: SCTE BTCS, SCTE Moving Pictures Expert Group (MPEG), SBE SBNT (Certified Broadcast Networking Technologist), SBE-CTO (Certified Television Operator)
        • Experience with IP multicast video in cable Headends, Hubs, industry vendors ' a plus EVD310-VIDEO 295519 295519BR

          Here, employees don 't just have jobs, they build careers. That 's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

          The pay for this position has a minimum of $73,100.00. The actual salary offer may be higher as we carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

Keywords: SPECTRUM, Denver , Advanced Video Engineer II - Video Support Center, Engineering , Denver, Colorado

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