Technical Support Analyst

Our media and entertainment client is seeking a Technical Support Analyst to be responsible for providing technical assistance and support to customers and internal teams. They troubleshoot technical issues, communicate with customers to provide updates on issue resolution status, and create and maintain documentation to help customers and internal teams troubleshoot issues. They also escalate issues to the appropriate teams when they cannot be resolved at their level and ensure the quality of their support meets or exceeds organizational standards. Technical Support Analysts need to have strong communication skills, technical knowledge, and problem-solving abilities to excel in their role. Creative and logical thinking about the big picture will help them deliver the biggest impact.

This position will work closely with Digital Asset Management platforms and toolsets.

Core Responsibilities:

• Troubleshooting, and issue resolution: Technical Support Analysts are responsible for resolving technical issues reported by customers or internal teams.


• Customer support and communication: Technical Support Analysts need to provide excellent customer service, communicate effectively with customers, and keep them updated on the status of their reported issues.


• Knowledge management: Technical Support Analysts need to create and maintain documentation, FAQs, and knowledge base articles to help customers and internal teams troubleshoot issues. The ability to research and generate reports from databases or data sets is critical to impact and growth.


• Escalation management: Technical Support Analysts need to escalate issues to the appropriate teams when they cannot be resolved at their level.


• Quality assurance/ Testing: Technical Support Analysts need to ensure that the applications they support are working as expected after every release.

Job Requirements:

Education: AA/AS/BA/BS

• 2-3 years of relevant experience (Required)


• The ideal candidate should possess the ability to support and troubleshoot applications, have some sort of hands-on experience with Amazon Web Services (AWS) tools and services, and a basic understanding of programming languages such as Python or JavaScript, along with shell scripting (Beginner to moderate level experience)


• SQL (Beginner to moderate level SQL writing skill)


• Loggly, Splunk (Required)


• Postman, API testing tools (Required)


• Service Now, JIRA (Required)

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please or copy and paste the following link into an open window in your browser: ;/p>

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future