Position Summary:

The Level 2 Technical Operations Specialist provides advanced technical support for both network and television delivery systems, serving as an escalation point for complex service issues. This role combines networking expertise with specialized experience in Technicolor COM3000, IPTV distribution, and DirecTV systems to ensure consistent service reliability and optimal client experience.

Responsibilities include troubleshooting via CLI, remote diagnostics, analyzing system logs, mentoring Level 1 staff, and coordinating with vendors and service providers. Success in this position requires advanced technical skill, initiative, and professional communication across internal and external teams.

Education and Experience:

Required:

• Bachelor’s degree in Computer Networking, Information Technology, or related field
• At least 2 years of related experience, including at least 1 year in a TV, IP, or RF environment
• Demonstrated proficiency using Linux command line tools (CLI) and remote access utilities for troubleshooting
• Successful completion of internal or on-the-job training demonstrating mastery of Level 1 duties

Preferred:

• Hands-on experience with Technicolor COM3000 headend systems or similar equipment
• Working knowledge of DirecTV satellite systems, QAM/IPTV delivery, and RF signal path diagnostics
• Familiarity with VLANs, static IP configurations, routing, and managed switches
• Experience collaborating with providers such as DirecTV, Airespring, or Spectrum
• Prior experience with CRM systems (e.g., Salesforce) and network monitoring platforms

Duties and Responsibilities:

• Manage and resolve escalated support cases within CRM, maintaining clear and professional client communication.
• Troubleshoot both network infrastructure and TV systems, diagnosing issues that may span multiple layers (hardware, software, or signal path).
• Perform CLI-based diagnostics on routers, switches, and servers to isolate configuration or performance issues.
• Remotely access and analyze logs to identify recurring faults and system degradation.
• Troubleshoot COM3000 headends, including encoder faults, tuner errors, stream loss, and distribution issues.
• Verify and optimize IPTV transport and QAM delivery, ensuring stability and quality across endpoints.
• Work with DirecTV and internal engineering on signal alignment, LNB or tuner issues, and system-level escalations.
• Provide guidance and mentoring to Level 1 specialists to improve technical depth and case resolution efficiency.
• Maintain and update technical documentation, channel mappings, and network configuration records.
• Participate in on-call rotation for after-hours support, outages, and emergency response.
• Performs other duties as assigned.

Success Skills and Abilities:

• Strong diagnostic and analytical skills across both network and video platforms.
• Excellent verbal and written communication skills with attention to clarity and professionalism.
• High degree of organization, accuracy, and accountability.
• Ability to work independently, manage priorities, and perform under time-sensitive conditions.
• Strong teamwork and mentoring capability to support other technical staff.
• Demonstrates integrity, professionalism, and discretion with sensitive information.