Broadcast Systems Support Engineer / Service Delivery Lead

Broadcast Systems Support Engineer / Service Delivery LeadJetwave Wireless Norwood, NJ | Full-Time | Travel Throughout NYC Metro Area Job Summary Jetwave Wireless is seeking a highly capable Broadcast Systems Support Engineer / Service Delivery Lead to join our growing Broadcast Field Shop division. This is not a traditional maintenance role. We are looking for someone who can combine deep technical troubleshooting skills with strong communication, operational ownership, and client-facing professionalism in high-pressure broadcast environments. The ideal candidate has experience supporting complex broadcast infrastructure and IP-based production systems, including

SMPTE ST 2110

environments, timing systems, signal transport, and enterprise networking. This person must be comfortable leading technical response efforts during service-impacting incidents while ensuring clients feel informed, supported, and taken care of throughout the process. This position is based in Norwood, NJ, with regular travel to broadcast studios, production facilities, and enterprise media environments throughout New York City, Northern NJ, and surrounding areas. Key Responsibilities Technical Support & Incident Response Troubleshoot and resolve complex broadcast infrastructure and production system issues Support

SMPTE ST 2110

environments, PTP timing systems, multicast networking, and signal transport infrastructure Diagnose issues involving routers, intercom systems, audio consoles, video infrastructure, synchronization systems, and IP-based workflows Perform remote triage and onsite response for SLA-driven support incidents Coordinate with manufacturers, vendors, and engineering teams during escalated technical events Drive incidents toward resolution while maintaining clear communication and operational control Service Delivery & Client Experience Serve as a trusted technical representative onsite with clients and production teams Communicate professionally and confidently during outages and service-impacting events Build strong relationships with engineers, operators, technical managers, and client stakeholders Ensure clients feel supported, informed, and confident throughout troubleshooting and restoration efforts Maintain accurate service documentation, escalation notes, and ticket updates within ServiceNow Operational & Process Support Help drive the integration and daily operational use of the ServiceNow platform within the department Support ticket lifecycle management, escalation workflows, and SLA tracking processes Assist in refining operational procedures and service delivery standards Participate in onboarding, system familiarization, and operational readiness activities for new client facilities Support proactive maintenance visits, system audits, and documentation validation efforts Preferred Knowledge & Skills Experience with professional broadcast and media infrastructure including:

SMPTE ST 2110

environments PTP timing and synchronization systems IP networking, multicast, VLANs, routing, and switching Broadcast control systems and signal transport infrastructure Intercom, IFB, audio routing, and communications systems Experience with equipment and platforms such as: Evertz Ross Calrec Lawo RTS Riedel Clear-Com Sony Shure EVS Cisco Arista Additional preferred experience: ServiceNow or enterprise service management platforms NDI and IP-based production workflows Broadcast automation and orchestration systems Enterprise broadcast facility operations Live production or mission-critical support environments Qualifications 3+ years of professional experience in broadcast engineering, systems integration, studio maintenance, or technical operations Strong troubleshooting and problem-solving abilities in live production environments Ability to remain calm, organized, and client-focused during critical outages Excellent communication and interpersonal skills Self-starter capable of operating independently in the field Associate or bachelor's degree in Broadcast Engineering, Electronics, IT Networking, or related field (or equivalent experience) Valid driver's license and ability to travel daily throughout the NYC / Northern NJ region

Job Type:

Full-time Pay:

$100,000.00 - $150,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Work Location:

In person