What are we looking for?
You will be supporting Techex solutions in some of the world's largest broadcasters and streaming platforms. We are proud to count the likes of Sky, WBD, BBC, BT, NBC, Disney, Amazon and DAZN amongst our closest customers.
The Graduate Support Engineer role sees you in at the heart of the company in the Technical Team working in support with your number one objective to ensure customers are delighted throughout their experience with us.
We're looking for an energetic recent graduate, ideally from a broadcast engineering degree course who loves to keep current with technology and who gets a buzz out of helping our customers, ensuring that their needs, questions and problems are documented, met and resolved while exceeding their expectations. The candidate will enjoy problem solving independently and working within the wider team, getting the right information in the right hands, ensuring the customer is happy and that service is maintained and/or quickly restored.
The Role
- Be the first responder to incoming support activities, including phone, Slack, Teams, and Helpdesk reports.
- Triage and prioritise issues, providing support, coordination and communication both internally and externally.
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Investigate, replicate, mitigate and resolve issues by leveraging deep specialist technical knowledge.
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Conduct live and collaborative investigations with the customer to diagnose and resolve issues with confidence.
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Plan and manage the maintenance of customer systems and workflows in an efficient manner, considering the impact and risk to our clients as well as completing routine maintenance and regular system checks.
- Develop skills and knowledge to become a technology, domain and system expert for our customers.
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Utilise and maintain Helpdesk and other support tools to track and manage incidents.
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Ensure team and business obligations are met by adhering to SLA response times.
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Create and maintain customer documentation, delivering updates and training to customers and the wider organisation.
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Coordinate and lead support kick-offs and introductions for new customers to smooth onboarding.
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Coordinate and deliver routine service review meetings with key customers.
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Train and support other team members and customers as needed to enhance their technical skills and knowledge.
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Participate in regular training sessions to stay updated with the latest technologies and support processes as well as independently research and develop skills and knowledge.
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Work with the Head of Support to continuously develop and improve our support offering, services and processes.
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Proactively support all IT systems and other technical departments.
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Lead support engagement with our customers and provide end to end support for our customer's platforms.
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Provide outstanding support for technology partners products as well as our own software.
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Work with our development teams and our technology partners to create fixes and features to resolve customer issues.
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Create, maintain, and develop close relationships with engineers at our customer partners.
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Manage support lifecycles, tasks, and coordinate resources as part of complex customer support engagements.
- Provide out-of-hours on-call support as part of a premium 24/7 365 service for our top tier customers.
What you will need:
- Effective verbal and written communication skills and a demonstrated ability to manage stakeholders in a collaborative and constructive manner.
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Knowledge of digital audio-visual standards.
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Understanding of real time transport protocols such as RTP, UDP, MPEG-TS, SRT, ZIXI, & RIST.
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Knowledge of virtualisation technologies and environments on premise or within public cloud.
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Knowledge of infrastructure in at least one of the following: AWS, GCP, Azure
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Linux server operating system experience.
- Experience of using network analysis/packet capture tools such as Wireshark
- Ability to manage, balance and prioritise tasks, and a strong initiative to complete tasks
- Self-motivation: ability to manage priorities, and strong initiative to accomplish tasks.
- Demonstrable passion for Media technology
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Excellent communication, presentation, planning and organisation skills.
Desirable knowledge
- BSc. in Engineering, Computer Science, or related IT field
- Scripting & Automation e.g. Ansible, Terraform, Python
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IP Networking experience for broadcast or other real-time data environments
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Microsoft server operating systems
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multicast network design and troubleshooting
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CCNP Routing & Switching or Datacentre/SDN NMS
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Ability to work in an entrepreneurial, fast-paced, technically focused and agile environment
- Ability to build trust and long-term relationships
Our Values and Benefits
Techex has an impressive history with extremely high customer engagement and satisfaction. As a business we have developed consistently through our stellar reputation in the industry. We have recently secured the Great Place to Work accreditation for the second year, and our core five values of Accountability, Reliability, Trust, Innovation and Integrity are vital to our success. We seek out individuals who enjoy developing their professional skills and are always learning new things whilst supporting and sharing their learnings with others. We look for candidates who are aligned to our values and who can amplify these more broadly as our business grows.
We seek out talented professionals who are keen to scale up with Techex as we grow fast, whilst maintaining our focus of delivering world class support for our customers.
We have a flexible working policy, and you are empowered to work in a way that sets you up to be successful and deliver the necessary impact in your role. This role is based at our UK Headquarters in Bracknell so regular time in the office is required during the first 3-6 months with flexibility to work from home when necessary.
In addition to competitive salaries and bonus schemes, we offer a package of flexible benefits you can design to suit your needs.
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Private Medical or Healthy living allowance.
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Life Assurance.
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Company Pension matching up to 5%.
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Wellbeing support for you and your family (including bereavement, probate and menopause support, access to virtual GP and more)
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Discounted gyms, family savings and discounts.
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Cycle to work scheme.
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EV charging onsite.
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Onsite café and excellent free breakfast goodies and barista coffee.
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Ongoing training and professional development.
