Senior Support Engineer

Volant Media UK Ltd; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Volant Media UK Ltd seeks a Senior Support Engineer, a senior technical authority in the content technology support team, to ensure operational excellence, lead incident response, and drive improvements to system reliability and support practices.

You will work with the broader technology and content teams to embed strong operational standards, support new technology introductions, and develop the capability of the wider support team.

Qualifications

• Extensive experience in broadcast or content technology environments.
• Deep technical expertise across system domains and workflows.
• Strong decision-making in critical situations minimizing downtime.
• Proactive, improvement-focused mindset with mentoring capability.
• Experience working in live, time-critical environments.

Responsibilities

• Lead and coordinate response to incidents and service-impacting events.
• Provide 1st, 2nd and assist with 3rd level support and technical investigation across supported platforms.
• Support and participate in system changes, upgrades and installations.
• Drive root cause analysis, problem management, and long-term corrective actions.
• Play a key role in system design reviews, upgrades, migrations, and new technology introductions.
• Ensure operational requirements are fully considered in project and engineering activities.
• Define, own, and continuously improve operational standards, procedures, and best practices.
• Mentor, coach, and technically develop engineers across the support function.
• Support the Lead support engineer with operational planning, risk assessment, and service readiness.
• Participate in a 24/7/365 support rota, including nights, weekends, and public holidays as required.
• Operate within agreed incident, change, and problem management frameworks.
• Work closely with internal stakeholders, service owners, project teams, and third-party vendors.
• Contribute to a culture of operational excellence, continuous improvement, and knowledge sharing.
• Prioritise health & safety, cybersecurity, resilience, and service continuity in all activities.
• Are expected to act professionally in live, time-critical, and high-pressure environments.

Skills

Broadcast engineering

Content technology

IT operations

Cybersecurity awareness

Mentoring

Communication skills

Decision-making under pressure

Education

Bachelor's degree in Broadcast Engineering or related field

Job description

The Senior Support Engineer is a senior technical authority within the content technology support team, responsible for ensuring operational excellence, leading the response to incidents major and minor, and driving improvements to system reliability and support practices.

The role works in close partnership with the broader technology and content teams to embed strong operational standards, support new technology introductions, and develop the capability of the wider support team.

Responsibilities

• Lead and coordinate response to incidents and service-impacting events.
• Provide 1st, 2nd and assist with 3rd level support and technical investigation across supported platforms.
• Support and participate in system changes, upgrades and installations.
• Drive root cause analysis, problem management, and long-term corrective actions.
• Play a key role in system design reviews, upgrades, migrations, and new technology introductions.
• Ensure operational requirements are fully considered in project and engineering activities.
• Define, own, and continuously improve operational standards, procedures, and best practices.
• Mentor, coach, and technically develop engineers across the support function.
• Support the Lead support engineer with operational planning, risk assessment, and service readiness.
• Participate in a 24/7/365 support rota, including nights, weekends, and public holidays as required.
• Operate within agreed incident, change, and problem management frameworks.
• Work closely with internal stakeholders, service owners, project teams, and third-party vendors.
• Contribute to a culture of operational excellence, continuous improvement, and knowledge sharing.
• Prioritise health & safety, cybersecurity, resilience, and service continuity in all activities.
• Are expected to act professionally in live, time-critical, and high-pressure environments.

Requirements

• Extensive experience in broadcast, content technology, or complex IT operational environments.
• Deep technical expertise across multiple system domains and workflows.
• Strong decision-making skills in critical situations minimizing downtime and creative problem solving.
• Ability to balance immediate service recovery with long-term system improvement.
• Proactive, improvement-focused mindset with strong mentoring capability.
• Proven ability to work individually and as part of a team to resolve issues, prioritise and escalate.
• Excellent verbal and written communication skills – to both technical and non-technical people.
• The candidate should be able to prioritize tasks effectively and manage their time efficiently to meet support requirements and deadlines.
• Knowledge of cybersecurity.
• Proficiency in understanding documentation for broadcast systems and processes, including ticket management – reading schematics, manuals, knowledge articles.
• Bachelor's degree in Broadcast Engineering, Electrical Engineering, or a related field.
• Commitment to continued development of knowledge, skills and technical knowledge.
• Strong professional and personal responsibility when undertaking duties.
• Rostered Monday – Sunday, rotating rota

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating notes of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.