Graduate Broadcast Engineer - Support

Techex; Bracknell; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private Medical or Healthy living

Life Assurance

Company Pension matching up to 5%

Wellbeing support for you and your fam

Discounts and saving programs

Cycle to work scheme

EV charging onsite

Onsite café and free breakfast

Job summary

Techex is seeking a recent broadcasting technology graduate to join our Bracknell-based support team. You will be the first responder for incidents and help keep our clients’ live workflows running smoothly.

You will triage, investigate, and resolve issues, coordinating with customers and internal teams while maintaining clear communications. This role offers hybrid working with regular office presence in Bracknell and opportunities to grow in a global tech environment.

Qualifications

• Degree in broadcasting technology or related field.
• Ability to manage, balance and prioritise tasks with initiative.
• Demonstrable passion for Media technology.
• Excellent communication, presentation, planning and organisation skills.

Responsibilities

• Be the first responder to incoming support activities via phone, Slack, Teams, and Helpdesk.
• Triage and prioritise issues, providing support and coordinating with internal and external teams.
• Investigate, replicate, mitigate and resolve issues using deep specialist technical knowledge.
• Conduct live investigations with customers to diagnose and resolve issues with confidence.
• Plan and manage maintenance of customer systems and workflows, considering impact and risk.
• Develop skills to become a technology, domain and system expert for customers.

Skills

Task prioritisation

Communication

Media technology

Self-motivation

Team collaboration

Education

Broadcasting technology degree

Job description

Techex is a UK based global leader in innovative IP and cloud broadcast solutions and software. Trusted by premier global broadcast and media customers with their most valuable live workflows, Techex transports and transforms the highest value live video over IP and in the cloud.

We build our own software, and partner with world-class technology companies who share our mission to pioneer the way IP and the Cloud are used in close collaboration with our clients.

Techex are in a phase of accelerated growth following significant investment, we are evolving and developing our talented team of experts whilst continuing to grow and expand Techex geographically and build on the strong customer relationships we already enjoy. This is an exceptionally exciting time to be joining Techex with scope for significant impact across the organisation.

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, Amazon and DAZN amongst our closest customers.

We are looking for a recent graduate from a broadcasting technology related degree course.

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 quickly restored when needed.

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.
• Investigate, replicate, mitigate and resolve issues by leveraging deep specialist technical knowledge.
• Conduct live and collaborative investigations with the customer to diagnose and resolve issues with confidence.
• 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.
• Utilise and maintain Helpdesk and other support tools to track and manage incidents.
• Ensure team and business obligations are met by adhering to SLA response times.
• Create and maintain customer documentation, delivering updates and training to customers and the wider organisation.
• Coordinate and lead support kick-offs and introductions for new customers to smooth onboarding.
• Coordinate and deliver routine service review meetings with key customers.
• Train and support other team members and customers as needed to enhance their technical skills and knowledge.
• 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.
• Work with the Head of Support to continuously develop and improve our support offering, services and processes.
• Proactively support all IT systems and other technical departments.
• Lead support engagement with our customers and provide end to end support for our customer’s platforms.
• Provide outstanding support for technology partners products as well as our own software.
• Work with our development teams and our technology partners to create fixes and features to resolve customer issues.
• Create, maintain, and develop close relationships with engineers at our customer partners.
• 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:

• A recent degree in broadcasting technology or related computer science degree.
• 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
• Excellent communication, presentation, planning and organisation skills.

Our Values and Benefits

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.

Techex is in a period of accelerated growth, so 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 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.

• Private Medical or Healthy living allowance.
• Life Assurance.
• Company Pension matching up to 5%.
• Wellbeing support for you and your family (including bereavement, probate and menopause support, access to virtual GP and more)
• Discounted gyms, family savings and discounts.
• Cycle to work scheme.
• EV charging onsite.
• Onsite café and excellent free breakfast goodies and barista coffee.
• Ongoing training and professional development.