Senior broadcast support engineer

Join our Team

The Senior Broadcast Support engineer will provide system support, incident management and maintenance for all Red Bee Media’s business areas, including MCR, Channel Store, Playout and Access services. TV support engineers are responsible for liaising directly with our customers, assuming ownership of issues through to resolution, carrying out the diagnosis and solving of all technical incidents, escalating to 3rd line teams, 3rd parties or other members of the RBM team to achieve this.
They will be required to work in an agreed shift rotation which may include occasional evening shifts.
Excellent communication, reporting and problem-solving skills are required, as is the ability to understand and work to agreed Service Level Agreements (SLA’s) delivering a professional service.
To work within ITIL Service Management-based processes and encourage workload management procedures and techniques, striving to improve the team's performance.

What you will do

Technical Work:

• Ensure performance specifications are met and maintain the technical standards and parameters of the equipment and systems within their care.
• Co-ordinate and prioritize work considering service level agreements with stakeholders/customers and transmission requirements.
• To maintain records and logs of work done using Jira, on the installation, modification and repair of systems.
• Take ownership of Jira tickets and resolve customer issues
• To carry out routine maintenance work as defined and agreed with the Operations SDM.
• To critically assess technical quality and performance, extracting and analyzing system logs where available.
• To clarify trends and proactively engage other teams to achieve solutions.
• Identify potential system failures and weaknesses and proactively advise management.
• Carry out acceptance testing on new and refurbished equipment as directed and ensure that the performance of such equipment meets stated specifications. Liaise with Principal Engineers, 3rd party suppliers and manufacturers as necessary to achieve this.
• Devise ways of achieving the operation's needs through technical innovation and development.
• Building and commissioning new platforms and services

Service Management:

• Implement ITIL service management, with focus on Incident, Problem, Change Control and Configuration management policies and processes.
• Create and update Incident and Problem records in the Service Management tool (Jira) ensuring accuracy and data quality.
• Respond to customer incidents and proactively diagnose and resolve issues with the supported systems.
• Liaise as necessary with others both within and outside Red Bee and attend technical or operational meetings with customer representatives if requested to do so.
• Work closely with operational and business staff and other departments to ensure that service delivery needs are effectively and efficiently met.
• Excellent verbal and written Dutch and English language skills

Business Interaction:

• Focus on customer service and customer quality.
• Ensure updates with the customer are carried out frequently throughout the lifespan of an incident and details recorded in Jira.

What you will bring

• Good interpersonal skills with the ability to liaise effectively with different levels and audiences.
• The ability to use and update formalized knowledge management systems.
• Audio / video / Playout knowledge
• SAN technologies
• Strong IT skills
• An understanding of different database and network technologies.
• Degree in a Broadcast Technology related subject or equivalent experience in this field or a degree in an IT related subject or equivalent experience in this field.
• Experience of a large, structured, broadcast environment, with an understanding of transmission automations systems, video servers and media management operations.
• Broadcast and Electronic Engineering fundamentals
• Communication and IT systems as they relate to the Broadcast environment.
• Good working knowledge and experience of SDI, HDSDI, UHD, etc.
• Knowledge of broadcast video formats, protocols, and encoding standards
• Able to follow and comprehend system diagrams