Bilingual Video Support Analyst

About the role

We are seeking a bilingual (English & Spanish) Video Support Analyst to ensure a seamless in‑room entertainment experience for residents, tenants and staff. You will diagnose and resolve video service issues, guide users through technical steps and collaborate with the Video Engineering Team when needed.

Key responsibilities

• Troubleshoot single‑room and multi‑room video service problems.
• Diagnose TVs, receivers, wall ports and other in‑room equipment.
• Perform receiver re‑hit/reauthorization for WorldVue Hub and DISH SmartBox systems.
• Assist with remote‑control pairing and SmartBox diagnostics.
• Support Headend system investigations.
• Document actions, resolutions and escalation notes.
• Provide clear, professional support in both English and Spanish.

Required profile

• Fluent written and verbal English and Spanish.
• Strong hardware and software troubleshooting abilities.
• Excellent customer‑service mindset and communication skills.
• Patient, detail‑oriented and able to explain technical concepts to non‑technical users.
• Capable of working independently while recognizing when to escalate.

Required skills

• WorldVue Hub
• DISH SmartBox
• Headend systems
• TV systems
• Receivers
• Video distribution equipment
• Remote‑control pairing
• Receiver re‑hit/reauthorization