MCR Operator

Encompass Digital Media; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global managed services company in the United Kingdom seeks an MCR Operator to deliver top-tier customer service. The role involves operational duties, including monitoring and routing MCR services, and requires communication skills and attention to detail. The ideal candidate should have service desk experience and the ability to work shifts, including nights and weekends. Benefits include pension contributions, health benefits, and performance recognition awards.

Benefits

264 hours annual leave

Matched up to 5% pension contributions

Health benefits including eye care vouchers

Performance recognition awards

Qualifications

• Experience in an MCR operational environment.
• Knowledge of broadcast workflows and distribution of content.
• Awareness of UNIX/Windows operating systems.

Responsibilities

• Maintain operational standards according to service agreements.
• Provide first-line support for MCR equipment.
• Liaise with service providers during service-impacting situations.

Skills

Excellent communication skills

Time management

Analytical problem-solving

Organized and detail-oriented

Service Desk experience

Ability to work under pressure

Job description

The role of the Broadcast Services Department is to deliver an unsurpassed service to our clients. The MCR Operator is a fundamental element in the make‑up of this department. Communication, drive and attention to detail at all levels from the MCR Operators are key to our success as a customer‑focused provider of managed services. The MCR Operator is responsible for carrying out a range of operational duties associated with the play‑out, distribution, monitoring and routing of MCR services. The MCR Operator works effectively with internal teams, customers and external suppliers to ensure EDM continues to deliver outstanding customer service. This role would be suitable for someone with Service Desk operative experience, and you will be required to work shifts on a rolling rota schedule pattern, including nights and weekends.

Encompass Digital Media is a global managed services company focused on supporting TV networks, broadcasters, sports leagues and digital platforms with the delivery of their linear/non‑linear video and audio content across television, radio and digital platforms. We design, implement and operate reliable video and audio solutions that capture, process and deliver clients’ content from any source, in any format, to any destination in the most efficient and reliable way possible.

Key Result Areas

• Maintain operational standards according to agreed procedures and service level agreements.
• Provide 1st line support of MCR equipment and systems, taking redundancy measures or strategies to maintain service output in the event of faults or breakdowns.
• Communicate fault conditions in a timely and coherent manner to staff, customers and service suppliers, including escalations to management and call‑out of support engineers as detailed in the escalation procedures.
• Liaise with various service providers and external parties, providing a technical co‑ordination role in service‑impacting situations and other emergencies.
• Implement short‑notice transmitter cover in the event of breakdowns at remote sites, under agreed procedures.
• Interface with the MCR Shift Supervisor to proactively identify and develop new procedures and processes to improve the operation and meet the often rapidly changing needs of the department.
• Provision of day‑to‑day operations, services and functions through appropriate use of scheduling, routing, automation and monitoring systems located in the MCR Operations Room.
• Control and monitor remote equipment at unattended sites associated with transmitter operations.
• Maintain accurate logging and reporting relating to all aspects of MCR operations.
• Maintain a secure working environment in line with the requirements of the EDM ITIL Policy.
• Excellent all‑round communication skills.
• Be a team player.
• Service Desk experience.
• Able to work well under pressure and to adhere to strict deadlines.
• Very organised and accurate with a high degree of attention to detail.
• Willingness and ability to work unsociable hours.
• Desire to expand technical knowledge within IT and broadcast systems.
• Logical and analytical problem‑solving skills.
• Ability to analyse upcoming workloads, arranging and prioritising tasks as necessary.
• Strong time‑management skills.
• Desire to progress career within the company and build on learned skills and abilities.
• Experience of working in an MCR operational environment.
• Experience of working in broadcast operations and with associated technology applied to OTT, HF broadcasting, radio, TV, satellite, internet and multimedia.
• Experienced in the operation of broadcast and IT equipment.
• Aware of and have a general understanding of UNIX/Windows operating systems.
• Knowledge of broadcast workflows and distribution of content via satellite, IP, fibre and cloud.
• Knowledge of IT processes and networking.
• Knowledge of world geography and a general interest in current affairs and the media.
• Knowledge of OFCOM specifications and guidelines.

Benefits

• 264 hours annual leave per annum, inclusive of bank holidays.
• Matched up to 5% pension contributions and independent pension advice.
• Health benefits including eye care vouchers, health cash plan and 24/7 employee assistance programme.
• Income protection and life assurance benefits.
• Regular wellness and engagement events.
• Performance recognition awards.