Support Engineer

Volant Media UK Ltd; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Volant Media UK Ltd is seeking a proactive Support Engineer to maintain service availability, diagnose incidents, and contribute to the stability of our broadcast and content technology systems. You will provide 1st and 2nd line support and assist with 3rd line issues where possible, working within the Technology team's operational framework.

You will participate in 24/7 rota coverage, support upgrades and changes, and help drive ongoing improvements, knowledge sharing, and best practices across

Qualifications

• Solid experience in broadcast, content technology, or IT operations.
• Good technical understanding across system domains and workflows.
• Decisive and pragmatic problem solving in operational situations.
• Ability to balance rapid service recovery with system improvement.
• Proactive approach and supporting colleagues.
• Ability to work independently and in a team to resolve issues.

Responsibilities

• Assist with and coordinate responses to incidents and service issues.
• Provide 1st and 2nd line support and assist with 3rd line investigations.
• Support system changes, upgrades, and installations.
• Contribute to root cause analysis and corrective actions.
• Participate in design reviews, migrations, and new technology rollouts.
• Ensure operational needs are considered in projects and tasks.
• Follow and improve operational procedures and best practices.
• Share knowledge and mentor other engineers in the team.
• Assist Lead Support Engineer with planning, risk checks, and preparations for service changes.
• Participate in a 24/7 support rota, including nights and weekends if required.
• Work within incident, change, and problem management processes.
• Collaborate with internal teams, service owners, project staff, and suppliers.
• Support a culture of operational excellence and continuous improvement.
• Maintain health, cybersecurity, resilience, and service continuity.

Skills

Broadcast knowledge

Content Technology

IT operations

Technical support

Problem solving

Communication

Teamwork

24/7 rota

Job description

The Support Engineer is a capable content technologies engineer, responsible for maintaining service availability, resolving incidents, and contributing to the stability and improvement of supported systems. Day to day they will provide 1st and 2nd level support and assisting with 3rd level support where able.

The role requires hands-on technical support, fault diagnosis, preventative maintenance, and participation in engineering projects. Support Engineers act as a key operational interface within the Technology team and pro-vide day-to-day guidance and assistance to operators.

Responsibilities

• Assist with and help coordinate responses to incidents and service issues.
• Provide 1st and 2nd line support and help with 3rd line support and technical investigations where needed.
• Support system changes, upgrades, and installations.
• Help with root cause analysis, problem management, and putting in place corrective actions.
• Contribute to system design reviews, upgrades, migrations, and new technology rollouts.
• Make sure operational needs are considered in project and engineering tasks.
• Follow and help improve operational procedures and best practices.
• Share knowledge and support the development of other engineers in the support team.
• Assist the Lead Support Engineer with planning, risk checks, and preparing for service changes.
• Take part in a 24/7 support rota, including nights, weekends, and public holidays if required.
• Work within agreed incident, change, and problem management processes.
• Work with internal teams, service owners, project staff, and external suppliers as needed.
• Support a culture of operational excellence, ongoing improvement, and knowledge sharing.
• Keep health & safety, cybersecurity, resilience, and service continuity in mind for all tasks.
• Maintain professionalism in live, time-critical, and high-pressure situations.

Requirements

• Solid experience working in broadcast, Content Technology, or IT operational environments.
• Good technical understanding across different system domains and workflows.
• Competent decision-making skills in operational situations, aiming to minimise downtime, and apply practical problem solving.
• Ability to balance immediate service recovery with ongoing system improvement.
• Proactive approach with a focus on improvement and supporting colleagues.
• Demonstrated ability to work independently and as part of a team to resolve issues, prioritise and esca-late as needed.
• Clear and effective verbal and written communication skills – suitable for both technical and non-technical audiences.
• Able to prioritise tasks and manage time efficiently to meet support needs and deadlines.
• Rostered Monday to Sunday, rotating rota covering 24/7.

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.