MCR Operator

Encompass Digital Media; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading broadcasting services provider in Greater London is looking for an MCR Operator to ensure high standards in service delivery. This role includes operational duties related to monitoring and routing services, working on shifts. Ideal candidates should have service desk experience, strong problem-solving skills, and the ability to adapt to changing needs. Staff benefits include health programs and performance awards.

Benefits

264 hours annual leave

Matched 5% pension contributions

Health cash plan

Income protection and life assurance

Wellness and engagement events

Qualifications

• Must be able to work shifts including nights and weekends.
• Experience in an MCR operational environment required.
• Knowledge of OFCOM specifications preferred.

Responsibilities

• Maintain operational standards and provide 1st Line Support.
• Handle communication of faults and coordinate with external parties.
• Control and monitor remote equipment.

Skills

Service Desk experience

Ability to work under pressure

Attention to detail

Desire to expand technical knowledge

Logical problem-solving skills

Strong time-management skills

Knowledge of broadcast workflows

General understanding of UNIX/Windows

Understanding of IT processes

Job description

Overview

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.

Key Responsibilities

• Maintain operational standards according to agreed procedures and service level agreements.
• 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. This includes escalations to management, call-out of support engineers and customer escalation 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.
• Responsible for the implementation of short notice transmitter cover in the event of breakdowns occurring 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 monitoring of 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 to ensure compliance and safety; Excellent all-round communication skills.
• Be a team player.

Qualifications and Skills

• Service Desk experience.
• Able to work well under pressure and to adhere to strict deadlines.
• Very organised and accurate with 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 as applied to OTT, HF broadcasting, radio, TV, satellite, internet, and multimedia.
• Experienced in the operation of broadcast and IT equipment.
• Awareness and 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 general interest in current affairs and the media.
• Knowledge of OFCOM specifications and guidelines.

Experience

• Experience of working in an MCR operational environment.
• Experience of working in broadcast operations and with associated technology as applied to OTT, HF broadcasting, radio, TV, satellite, internet, and multimedia.

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