MCR Operator (Service Desk), Fixed Services MCR

grapevinejobs; Chiswick; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave (pro-rata)

Pension contributions (up to 5%)

Medical benefits: Eye care vouchers, H

Health Cash Plan

Income Protection & Life Assurance

Cycle to Work Scheme

Season Ticket Loan

Wellness Weeks

Job summary

EDM is seeking an experienced MCR Operator to join the Broadcast Services Department in London on a full-time, 12-hour shift pattern including nights and weekends. You will handle play-out, distribution, monitoring and routing of MCR services, working with internal teams, customers, and suppliers to deliver outstanding service.

The role requires service desk experience, strong communication, and the ability to manage faults under pressure while maintaining high attention to detail and adherence

Qualifications

• Experience in an MCR operational environment.
• Experience in broadcast operations and with OTT/HF broadcasting, radio, TV, satellite, internet, and multimedia.
• Experience operating broadcast and IT equipment.
• Awareness and general understanding of UNIX/Windows operating systems.

Responsibilities

• Maintain operational standards according to procedures and SLAs.
• 1st Line Support of MCR equipment and systems; implement redundancy if faults occur.
• Communicate fault conditions clearly to staff, customers and engineers; manage escalations.
• Coordinate with service providers in emergencies and outages.
• Arrange short-notice transmitter cover for breakdowns at remote sites.
• Collaborate with the MCR Shift Supervisor to improve procedures.
• Provide day-to-day operations through scheduling, routing, automation and monitoring in MCR Ops Room.
• Monitor and control remote equipment at unattended transmitter sites.
• Maintain accurate logs and reporting of MCR operations.
• Ensure ITIL-aligned health and safety guidelines are followed.

Skills

MCR operations

Broadcast operations

Service Desk

UNIX/Windows

Attention to detail

Work under pressure

Team player

Education

MCR/Broadcast tech experience

Experience with OTT/HF broadcasting

UNIX/Windows knowledge

Job description

Location: Chiswick, London

Reporting To: Head of Fixed Services MCR

Hours of Work: Full Time, 12 hour shifts on both days & nights, Monday to Sunday

Summary Of Role

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 Result Areas

• 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 protect individuals, information and EDM Assets
• Ensure that EDM’s health and safety guidelines and policies are always followed.

Role Specific Skills Required

• 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 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.

Essential Qualifications/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
• Experienced in the operation of broadcast and IT equipment
• Have an awareness and general understanding of UNIX/Windows operating systems.

Desirable Qualifications And Experience

• Service Desk Operator
• 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.

Benefits Include

• Competitive salary
• 25 days Annual Leave per annum (pro-rata)
• Matched up to 5% pension contributions and independent pension advice
• Medical benefits including; Eye care vouchers, Health Cash Plan, Income Protection & Life Assurance
• Cycle to Work Scheme
• Season Ticket Loan
• 6 monthly Wellness Weeks including; independent pension / financial advice, health & BMI checks, massages and flu vaccinations
• Performance Recognition Awards and many more!