1st Line Support Technician

£22000 - £25000 per annum
06 Jul 2018
03 Aug 2018
Recruitment Genius Ltd
Contract Type
Full Time
This company, established in 1999, is one of the pioneers and award-winning suppliers of live and on-demand streaming media services in the UK and Europe working with clients around the world. Clients include BP, O2, ARUP, Kaplan, Facebook, and the UK Parliament.

This company is known throughout the industry as a preferred employer with low staff turnover. Their employees are exceptional at what they do and live by their corporate and personal values of being fair, honest, open, professional and reliable.

Working near Old Street, this position would suit a confident and capable individual, with one or two years of previous service desk or customer service experience in an IT related environment.

You will be looking to develop your career with new challenges by joining a growing agency leading its field, whilst being a key member of a dynamic and committed team.The role will offer an opportunity to become over time a webcast engineer.

You will be reporting to the Support and Development Team Leader.

Salary is c. £23,000 depending on experience.

This role's responsibilities include:
- Providing first line technical support to customers
- Triage of internal and external support requests and entry into JIRA
- Ensuring support tickets are correctly maintained by other staff and delivered within SLA's
- Providing 2nd line technical support for 3rd party platforms (training provided)
- Providing technical support as required for internal IT (training provided)
- Maintaining and testing H/W and S/W
- Ensure compliance with company policies and procedures, for ISO documentation
- Helping document processes and procedures to defined standards
- Receiving training and then training staff on InfoSec best practice
- Conducting activities, such as a small company may require, for which there are no defined roles
- Occasionally work unsociable hours as is the nature of supporting international brands and live events. Pre-approved overtime is also normally paid in addition to gross salary, sometimes via a 'buy-out'

Supported Learning path to:-
- Managing all technical aspects of on-demand streaming and download delivery
- Supporting customers on Online Video Platforms and CDNs
- Managing all technical aspects of live webcasts
- Managing all aspects of video encoding

Key Skills & Knowledge:
- Excellent customer service skills
- Must be proactive and also be capable of working effectively either alone or as part of a small team.
- Network troubleshooting skills
- Helpdesk management and SLA compliance
- Microsoft Office Suite, Office 365 and Active Directory administration and troubleshooting knowledge
- PC and Mac troubleshooting experience

Preferred but not required:

- Experience using JIRA, Asana or Zendesk
- Experience working with OVPs
- Experience working with CDNs
- Experience with streaming live or on demand

Please note:
- You must already have existing eligibility to work in the UK
- This company is an equal opportunities employer

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