Job Description

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH.

DISH Business has experienced significant growth in the commercial market over the past few years and expects to continue growing, particularly with networking-related technologies in the form of Dish Fiber and OnStream.  While exciting as we push new networking technologies, this adds complexity and challenges to our business.  As a Business Operations Analyst, you'll be a key member of the DISH Business Technical Support Team focused on supporting a variety of new and legacy video and networking-related technologies.  You do not need to be a video or networking expert to join this growing team.  Rather, we’re looking for someone who is familiar with basic networking and technical concepts and has the drive to learn more.  If you like figuring out how products work in a fast paced environment, and then leveraging that knowledge to provide support to our DISH partners, then this role is for you! 

Job Tasks 

Support Dish Business’s complete line of commercial video and internet products
Provide support via phone, email, and video conferencing to technicians in the field
Configure lab equipment to replicate field issues and diagnosis root causes   
Escalate unresolved issues to 3rd part manufacturers as well as internal Dish Development  teams 
Assist QA with regression (acceptance) tests for new software/hardware releases 
Draft and maintain resources such as release notes, installation manuals, whitepapers, best-practices, knowledgebase, troubleshooting documents and online training modules.
Use salesforce to track all support interactions with each account. 
May provide technical support during the sales process, including helping review and respond to requests for proposals (RFP) and pre-installation discussions with the end customers
May assist the Dish Business Product Team during development of certain products/solutions
May help develop and lead product trainings onsite & offsite
Lite travel required for Conferences/Expos and occasional site visits.

Knowledge and Experience

Ability to learn new technologies and procedures quickly
Strong analytical, troubleshooting and problem resolution skills 
Good verbal and written communication skills especially for explaining technical concepts to users at various levels of technical proficiency
Ability to multitask and be flexible based on the customer and business needs 
Ability to prioritize workload and tasks 
Can think logically, systematically yet also be creative and think “outside the box”
Effectively manages difficult or escalated situations
Understanding of networking concepts not required but preferred
Understanding RF & QAM distribution concepts not required but preferred

Education and Qualifications

College degree or 4+ years relevant work experience e.g. Commercial TV Installation Technician 
Cisco CCNA certified, not required but a bonus
DOCSIS DEP certification, not required but a bonus
Debugging and testing of Android Apps, not required but a bonus

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