Job Description

Job Location: hybrid in Bucharest

Type: Full-time role | Permanent or Contract

Your Responsibilities

• Act as the first point of contact for customers regarding Media Services and related platforms.
• Receive, log, qualify, and manage customer requests and incidents through the ticketing system.
• Perform initial troubleshooting and triage (basic log checks, monitoring review, system status verification, access validation).
• Manage User Access Management (UAM) tasks: account creation, modification, deactivation, role and permission assignments.
• Monitor systems and live services and proactively raise incidents when anomalies are detected.
• Ensure tickets are properly categorized, prioritized, and documented according to SLA requirements. Escalate incidents to Media Operations, DevOps, or Product teams with structured information.
• Follow up on open incidents and service requests to ensure timely resolution.
• Maintain high-quality ticket documentation for reporting and SLA measurement.
• Identify recurring incidents or service degradation patterns and communicate risks.
• Contribute to knowledge base updates and continuous service improvement initiatives.

Your Profile

• 1–3 years of experience in Service Desk, Customer Support, IT Support, or Operations Support (Media/Streaming is an advantage).
• Good understanding of IT fundamentals (applications, networking basics, system monitoring).
• General understanding of Media environments (streaming, live services, VOD, OTT models).
• Experience with ticketing systems, monitoring dashboards, and structured operational processes.
• Familiar with User Access Management processes and identity lifecycle.
• Able to qualify issues and escalate effectively to 2nd/3rd level teams.
• Strong organizational skills and ability to manage multiple tickets in parallel.
• Clear and professional communication skills.
• Fluent in English; French and/or German are an advantage.