Support Analyst

  • Job Reference: 00000104-1
  • Date Posted: 4 June 2019
  • Recruiter: EMS technical personnel limited
  • Location: West London
  • Salary: On Application
  • Sector: Engineering & Technology, Broadcasting
  • Job Type: Permanent

Job Description

Support Analyst


Our client is a leading multi-channel broadcaster who are looking for a Support Analyst to support the daily media management and content product live services.


Principal accountabilities:


  • To support the media management workflow from supply inwards through to delivery to third parties.
  • Utilise IT and production monitoring and process checks to identify and diagnose complex service impacting issues across a range of technologies and platforms. 
  • Analysis and resolution of a diverse range of incidents impacting live workflows. Initiate and communicate response to service disruption and support proactive measures aimed at preventing recurrence. 
  • Logging all incidents accurately and documenting all investigative activities; including all technical means employed to ascertain the nature of the fault and remedial action taken. 
  • Managing incident and escalating as appropriate as per defined process. 
  • Keep up to date with operational changes, ensuring that actions are taken in line with best practice. 
  • Use strong communication skills to articulate accurate information to technical and non-technical audiences in the course of addressing an incident, and in related actions afterwards. 
  • To become the support export with the content platform, including Freeway, Vidispine, DataDog and any other system/software required.
  • Provide deeper process assistance and support (generally 2nd and 3rd line) to the service delivery team and CircleIT 1st line support
  • Write specification documents for system enhancements, process and organisation change and improvements.
  • To maintain the content security standards required by the business and report any breeches immediately to line manager or Infosec manager.
  • To develop, document and constantly review standard operating procedures for the role, including training guides, disaster recovery procedures and contact lists. 
  • Such other related duties as the management may from time to time reasonably require.


Experience, knowledge & skills required:


  • Demonstrable IT support experience in a software-based environment
  • Understand about networks, IP and IT environments - Knowledge and understanding of TCP/IP, DNS, DHCP desireable
  • Active Directory
  • Knowledge of ITIL support model, ideally foundation certified in ITIL v2 or greater
  • Experience with dealing with internal and external providers professionally and calmly, even when under pressure.
  • Ideally to have experience and passion in media industry, with media assets and asset management systems, video codecs and transcoder profiles.
  • Knowledge of best practice in IT security, policies and procedures
  • Commercial awareness
  • Working knowledge of scripts, XML,XSLT or an interest in learning is desirable
  • Some experience of public cloud experience, ideally in AWS, is desirable
  • To have experience of platform monitoring tools, ideally DataDog and CloudHealth. 
  • Experience of Jira and Confluence.
  • A genuine interest in learning how TV works and broadcast workflow.