Level 2 Technical Support

iHeartMedia, Inc. offers a full-time, onsite Level 2 Technical Support role in Ogallala, NE, supporting 24/7 troubleshooting for software, hardware, technology functions, and broadcasting systems across RCS products and services. You’ll work as part of a team that handles escalations, participates in an on-call rotation, and helps ensure end-user and internal support incidents are resolved efficiently.

What you’ll do

• Handle all RCS L1 responsibilities, including responding to incoming calls and emails.
• Triage escalated issues by determining priority and severity.
• Follow through on escalations to ensure issues are addressed according to their priority and severity.
• Participate in a weekly 24/7 on-call rotation to support continuous troubleshooting needs.
• Provide guidance by troubleshooting issues to identify the underlying cause using technical support tools to deliver solutions for end-user and internal support incidents.
• Support configuration and maintenance of technology functions, including software infrastructure and system installations, configuration, upgrades, and maintenance.
• Work with technology areas that may include application programming and analysis, data security, and disaster recovery.
• Collaborate with Product Leads and Management to ensure all L1 escalations are appropriately prioritized and addressed.
• Maintain coverage as a 24/7 resource for troubleshooting across RCS products and services, with limited support of third-party products or services that interact or integrate with RCS software.

What you bring

• Strong analytical skills with the ability to gather and analyze information quickly and effectively.
• Strong interpersonal skills and effective collaboration, including across QA and Development.
• Ability to learn new systems and technologies quickly.
• Experience with Windows technologies, including SQL, IIS, .NET, and basic networking (or similar Windows technology knowledge).
• Ability to work independently with minimal supervision while also contributing effectively as part of a team.
• Strong performance under pressure, including handling tight timeframes and difficult or emotional client situations.
• Multitasking and prioritization, with escalation when necessary, including recognizing when additional resources are needed and when to push back on an escalation.
• Objective problem-solving approach, with a desire to find better and more efficient ways to troubleshoot RCS products.
• Ability to read, write, and interpret technical documentation.
• Proven experience and knowledge across various RCS products and services.
• Excellent verbal and written communication, including the ability to explain complex technical concepts clearly to teammates.
• Respect for others and a strong belief in mutual respect.
• Full proficiency and understanding of job function.
• Commitment to process improvement for overall team effectiveness.
• Professional communication emphasizing diplomacy, empathy, and patience.
• Open communication with colleagues and direct reports that encourages collaboration and team consensus.
• Strong problem-solving skills and efficiency with independent work under minimal guidance.

Key technologies

SQL, IIS, .NET, basic networking, and Windows technologies.

Compensation and schedule

Pay type: Hourly (Full time).
Salary: $24.62 to $30.77 per hour; final salary may vary based on relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

Location and position type

Onsite: 214 N. Spruce Street, Ogallala, NE 69153.
Position type: Regular.

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance (pursuant to the collective bargaining agreement if applicable)
• Paid vacation and sick time
• Paid company holidays
• Spirit day to encourage and support volunteering in the community
• 401K plan
• Employee Assistance Program (EAP) at no cost, including telephonic counseling and consultation on legal and financial matters, emotional well-being, and family and caregiving
• Additional voluntary programs such as spending accounts, student loan refinancing, accident insurance, and more