You will need strong technical and interpersonal skills to work with a highly talented and friendly team as well as being the escalation point for the first line client support helpdesk teams providing systems administration and engineering assistance to maintain the server environments. 

You will work with a team dedicated to providing a unique mixture of solutions oriented technical support and customer service, resulting in maximum customer satisfaction.   This creative systems and workflow engineer should want career growth while being mentored by some of the best talent in the industry.

• Deliver engineering support and systems maintenance in line with our good practice processes, customer expectations and customer contract service level agreements.
• Work as an integral member of the engineering team to support the operation, troubleshooting, installation or maintenance of the client’s servers, editing systems? ingest, media management, playout, workflow, back up systems and network infrastructure.
• Help implement video production workflows that have been designed by the team and where necessary help to optimize and/or meet the client’s business requirements.
• Configure, develop, test and implement appropriate software and hardware media solutions with your mentors, focusing on the client requirement at all times.
• Help define video workflows with best practices in mind.
• Help to manage and support our system monitoring services across our client environments with a focus on our client’s requirements and making sure that we are exceeding our client’s expectations.
• To help our team to proactively monitor and report on the health of our clients’ technical environment including the network LAN / WAN? cloud services? storage usage levels, production systems and SAN hardware to ensure good day to day management of the systems and to help identify and rectify issues before they impact the user environment.
• Provide diagnostics, fixes and patching remotely, over the telephone, through our helpdesk systems or on-site to optimize the configuration and performance of the networks and systems.
• Consult and collaborate with our client support teams, which you will be part of to provide efficient technical issue resolution, where necessary working with our subject matter experts solve issues and problems.
• Help to track, communicate and resolution of engineering support issues in the Support Ticketing System.
• Follow internal procedures to document technical environments, procedures and good practice protocols for our customers, updating documentation to reflect any changes.
• Provide support to the team deploying on-site customer solutions, demo / trial setup, operation and product testing.
• Conduct daily inspections of the video infrastructure.
• Assist in RMA process for customers’ equipment.
• Provide customer feedback to engineering manager.
• Be part of the team’s support rota to provide 7 day, 9am 6pm support coverage 365 days a year.
• Provide out of hours support via mobile phone on a rota basis.

• To provide first line application and technical support to the video environment who are using Adobe Premiere, FCP X and Avid and motion graphics workflows helping to make sure the facility is maximizing its capability and ensuring that issues are resolved to enable users to hit their production deadlines.
• Working with your team to deliver a high quality proactive support service with effective communication lines with users, central escalated support team and Client’s operational team.
• Look for continual improvement and efficiency in the utilization of technology, workflows and associated processes.
• To provide timely and regular communication with the central team to ensure that the firm is working as one team for delivering support and projects to our clients.
• With cross functional teams help to plan, implement and support the piloting and testing of new technology, creative platforms and workflows in the facility e.g. Adobe Premiere Pro, and to ensure knowledge is captured to support any wider roll-out to the client’s other facilities
• To consistently utilize the firm’s systems and resources to proactively look at ways to improve service and operations.

• A minimum of 2 years of experience supporting a multi-platform infrastructure environment. Windows Server, Mac Server, Linux, Etc.
• Have good knowledge in video technical infrastructure and operations, incorporating the following hardware and all associated software:
o Near Line Editing Systems
o Shared storage systems
o Backup services and procedures
o Switches, hubs, cabling plant and other network equipment.
o Routers, firewalls and communications links
• Worked in Production and Post Production Workflows
• Digital desktop editing packages specifically Adobe Creative Apps
• Ability to troubleshoot IT related problems and provide solutions
• A person who enjoys an upbeat and creative environment in a large multinational company.
• A person who would enjoy some domestic and or international travel if given the opportunity in the future.

Resume submission link