Level 2 Technical Support

iHeartMedia                                                                               Current employees and contingent workers click  here to apply and search by the Job Posting Title.                                                                               The World's Largest Broadcast Software Provider.   RCS Worldwide is home to four industry-defining brands: RCS, Media Monitors, Mediabase, and Florical Systems — serving the broadcast, music, and media intelligence markets across 120 countries. Every day, thousands of radio and television stations around the world rely on RCS technology to stay on air, sound great, and compete in a rapidly changing landscape.   Here is what makes us different:   We are the company behind the scenes of media that billions of people consume every day. When a song plays on your favorite radio station, when a song charts in the music industry, when a TV network stays on air without a second of downtime — there is a good chance RCS technology played a role. Our portfolio touches every corner of the media ecosystem, from playout and music scheduling to international advertising intelligence and airplay analytics.   We are a global team passionate about the industry we serve and moving with the speed and ambition to lead it forward.   If this opportunity excites you, but your experience doesn't align perfectly with every qualification, we encourage you to apply. At RCS Worldwide, we know that great talent comes from many different backgrounds and experiences. We're committed to building an inclusive, collaborative workplace where people can grow, contribute, and make a meaningful impact.                                                                                What We Need: 24/7 resource for troubleshooting software, hardware, technology functions, and broadcasting systems across all RCS products and services, with limited support of third-party products or services that interact or integrate with RCS software. Provides guidance to ensure efficient end-user and internal support services by troubleshooting issues to determine the underlying cause. Utilizes technical support tools to identify problems and provide solutions for end-user and internal support incidents. Participates in configuring and maintaining various technology functions, including software infrastructure and maintenance, system installations, configuration, upgrades, and maintenance. Responsibilities may also include application programming and analysis, data security, and disaster recovery. Works with Product Leads and Management to ensure all L1 escalations are appropriately prioritized and addressed.                                                                               What You'll Do: • Perform all RCS L1 responsibilities, including answering incoming calls and emails. • Determine the priority and severity of escalated issues. • Follow through on escalations to ensure issues are handled according to their priority and severity. • Participate in a weekly 24/7 on-call rotation.                                                                               What You'll Need: • Strong analytical skills. • Ability to gather and analyze information quickly and effectively. • Strong interpersonal skills and effective collaboration across QA and Development departments. • Ability to learn new systems and technologies quickly. • Experience with various Windows technologies, including but not limited to SQL, IIS, .NET, and basic networking. • Ability to work independently with minimal supervision while also contributing effectively as part of a team. • Ability to work effectively under pressure, particularly when dealing with tight timeframes and difficult or emotional client situations. •