Rate: 550 per day, DoE Location: London - 3 days per week onsite Duration: 6 months initially Your New Role We are seeking a Senior Network Engineer with strong experience in broadcast IP environments to join a high-performance infrastructure team. This role will focus on the design, implementation and ongoing support of highly available network infrastructure supporting live broadcast and production environments. This is not a standard enterprise networking role. Experience with SMPTE ST 2110, PTP timing, multicast networking and Arista hardware is essential. Your Responsibilities Network Design and Implementation Design, deploy, configure and maintain scalable and resilient LAN, WAN and WiFi infrastructure. Ensure high availability and performance across all network services supporting critical operations. Broadcast and AV Integration Support IP based and cloud-based broadcast workflows. Ensure seamless connectivity for video and audio production systems, editing suites and transmission infrastructure. Work extensively with SMPTE ST 2110, PTP timing, multicast and broadcast audio and video protocols. Hardware Management Install and configure enterprise grade networking hardware including routers, switches, load balancers and VPN solutions. Strong hands-on experience with Arista switching platforms is required. Performance Monitoring and Troubleshooting Proactively monitor network performance using specialist tools. Diagnose and resolve complex issues including latency, packet loss and bandwidth constraints in live environments. Security and Compliance Implement network security controls including segmentation and access policies. Ensure alignment with organisational and industry security standards. Collaboration and Cross Training Work closely with infrastructure, systems and security teams as well as production and broadcast teams. Contribute to knowledge sharing and cross training initiatives to strengthen overall team capability. Documentation and Planning Maintain detailed technical documentation including network diagrams, configuration records and disaster recovery procedures. Operational Support Provide second- and third-line support for critical network incidents. Participate in an on-call rota supporting 24 by 7 operational requirements. You Will Have Strong experience as a Senior Network Engineer within broadcast or media environments. Proven expertise with SMPTE ST 2110 workflows. Deep understanding of PTP and multicast networking. Hands on experience with Arista networking hardware. Experience supporting high availability environments where downtime has significant operational impact. Strong troubleshooting capability across complex IP networks.
25/02/2026
Contractor
Rate: 550 per day, DoE Location: London - 3 days per week onsite Duration: 6 months initially Your New Role We are seeking a Senior Network Engineer with strong experience in broadcast IP environments to join a high-performance infrastructure team. This role will focus on the design, implementation and ongoing support of highly available network infrastructure supporting live broadcast and production environments. This is not a standard enterprise networking role. Experience with SMPTE ST 2110, PTP timing, multicast networking and Arista hardware is essential. Your Responsibilities Network Design and Implementation Design, deploy, configure and maintain scalable and resilient LAN, WAN and WiFi infrastructure. Ensure high availability and performance across all network services supporting critical operations. Broadcast and AV Integration Support IP based and cloud-based broadcast workflows. Ensure seamless connectivity for video and audio production systems, editing suites and transmission infrastructure. Work extensively with SMPTE ST 2110, PTP timing, multicast and broadcast audio and video protocols. Hardware Management Install and configure enterprise grade networking hardware including routers, switches, load balancers and VPN solutions. Strong hands-on experience with Arista switching platforms is required. Performance Monitoring and Troubleshooting Proactively monitor network performance using specialist tools. Diagnose and resolve complex issues including latency, packet loss and bandwidth constraints in live environments. Security and Compliance Implement network security controls including segmentation and access policies. Ensure alignment with organisational and industry security standards. Collaboration and Cross Training Work closely with infrastructure, systems and security teams as well as production and broadcast teams. Contribute to knowledge sharing and cross training initiatives to strengthen overall team capability. Documentation and Planning Maintain detailed technical documentation including network diagrams, configuration records and disaster recovery procedures. Operational Support Provide second- and third-line support for critical network incidents. Participate in an on-call rota supporting 24 by 7 operational requirements. You Will Have Strong experience as a Senior Network Engineer within broadcast or media environments. Proven expertise with SMPTE ST 2110 workflows. Deep understanding of PTP and multicast networking. Hands on experience with Arista networking hardware. Experience supporting high availability environments where downtime has significant operational impact. Strong troubleshooting capability across complex IP networks.
CTP - Senior Network Support Engineer Apply fast, check the full description by scrolling below to find out the full requirements for this role. Salary: £45,192 to £49,280 plus a Location allowance of £1,721. You will receive £45,192 the band minimum. Progress to the band maximum of £49,280 will be via incremental progression. Location: East Birmingham Help to keep critical IT systems running smoothly - and the nation safe. Counter Terrorism Policing (CTP) relies on a wide range of technologies. As a Network Engineer, you will help to maintain national systems to support CTP operations to keep the country safe. This is your chance to play a part in protecting the UK. You will provide technical support for critical national network infrastructure, dealing with incidents, user requests and technical changes. You will also be a key player in our continuous improvement strategy, supporting and improving business as usual operations and projects. With your skills, we can make sure that crucial systems are available and secure so CTP can operate at its best. You'll join a team of expert engineers working from our air-conditioned operations center located east of Birmingham, with easy access from the M6 and M42. As part of a large, friendly and dedicated team, you'll provide technical support for the network, from 7am to 7pm on weekdays. Compressed shift patterns are available allowing a 4 day working week. You'll also join an on-call rota, providing critical support, 24/7/365. Day to day, you'll manage your own workload, prioritising issues and escalating them as necessary. We'll expect you to meet key standards, SLAs, best practice and security procedures, so you'll need to be an experienced 2nd or 3rd line infrastructure engineer. As a skilled network engineer, you'll possess a good understanding of networking technologies across multiple vendors, particularly Cisco technologies. If you don't have a CCNP qualification already, you'll be working towards this. You should be keen to learn and develop whilst being technically creative and confident to make suggestions and formulate action plans. Experience with service desk management systems and ITIL best practice is desirable as is any experience in scripting and automation. This is an office-based role with occasional home working available dependent on business requirements. There will be occasional travel to other UK sites for support purposes and overnight accommodation will be provided when required. We promote a positive work life balance but occasionally, a flexible approach to working hours is essential due to the nature of the role. A full UK driving license is required. Discover a fascinating role that is at the heart of protecting the UK public. In return, you can look forward to benefits including generous annual leave, Civil Service pension arrangements and a training plan tailored to your professional development. Vetting This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Developed Vetting (DV) level before taking up the post. Additionally, this material is of particular sensitivity to the UK and its distribution must be restricted to UK nationals. In approved circumstances dual nationals (of which one element is British) may also be granted access. However, in the event that potential conflicts of interest cannot be managed the post holder will not be able to see the intelligence material and will not be able to perform their duties. For the purpose of safeguarding national security and in line with Cabinet Office Policy, supported by Section 82(2) to (4) of the Police Reform Act (2002), applicants who do not hold or acquire Security Check (enhanced) (SC(e)) or Developed Vetting (DV) clearance and meet the nationality requirements cannot be offered the post. Confidentiality Agreement Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post. Our Employee Commitments Counter Terrorism Policing aims to create an inclusive and welcoming atmosphere and culture and an environment where all our people feel a strong sense of belonging and are able to reach their full potential. Where any group or individual can be and feel respected, supported and valued to fully participate and contribute to our mission of "Working to keep people safe from Terrorism". Inclusion, diversity and equality is at the front and centre of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today's complex policing challenges, applications from across all communities are therefore essential and encouraged. Counter Terrorism Policing as a network is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations'. Counter Terrorism Policing is committed to creating an inclusive working environment. We welcome and encourage applications from candidates who are seeking flexible working arrangements, and including part time working or job share. In addition, this role has been reviewed following learning from work during the Covid pandemic and may be done in an agile manner. In the first instance, please contact the vacancy holder to discuss how such arrangements could be accommodated (where applicable). Counter Terrorism Policing recruitment is open to all, but we are keen to positively support those who are younger in service to join into our specialist environment. Click the apply now button below and start your career at the Met . Applications will be via a detailed CV, Personal Statement and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV). Completed applications must be submitted by 14 October 2022. We view diversity as fundamental to our success. To tackle today's complex policing challenges, we need a workforce made up from all of London's communities. Applications from across the community are therefore essential. As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations. Job Type: Full-time Salary: £45,192.00-£49,280.00 per year Schedule: 8 hour shift Monday to Friday Work Location: One location
24/09/2022
Full time
CTP - Senior Network Support Engineer Apply fast, check the full description by scrolling below to find out the full requirements for this role. Salary: £45,192 to £49,280 plus a Location allowance of £1,721. You will receive £45,192 the band minimum. Progress to the band maximum of £49,280 will be via incremental progression. Location: East Birmingham Help to keep critical IT systems running smoothly - and the nation safe. Counter Terrorism Policing (CTP) relies on a wide range of technologies. As a Network Engineer, you will help to maintain national systems to support CTP operations to keep the country safe. This is your chance to play a part in protecting the UK. You will provide technical support for critical national network infrastructure, dealing with incidents, user requests and technical changes. You will also be a key player in our continuous improvement strategy, supporting and improving business as usual operations and projects. With your skills, we can make sure that crucial systems are available and secure so CTP can operate at its best. You'll join a team of expert engineers working from our air-conditioned operations center located east of Birmingham, with easy access from the M6 and M42. As part of a large, friendly and dedicated team, you'll provide technical support for the network, from 7am to 7pm on weekdays. Compressed shift patterns are available allowing a 4 day working week. You'll also join an on-call rota, providing critical support, 24/7/365. Day to day, you'll manage your own workload, prioritising issues and escalating them as necessary. We'll expect you to meet key standards, SLAs, best practice and security procedures, so you'll need to be an experienced 2nd or 3rd line infrastructure engineer. As a skilled network engineer, you'll possess a good understanding of networking technologies across multiple vendors, particularly Cisco technologies. If you don't have a CCNP qualification already, you'll be working towards this. You should be keen to learn and develop whilst being technically creative and confident to make suggestions and formulate action plans. Experience with service desk management systems and ITIL best practice is desirable as is any experience in scripting and automation. This is an office-based role with occasional home working available dependent on business requirements. There will be occasional travel to other UK sites for support purposes and overnight accommodation will be provided when required. We promote a positive work life balance but occasionally, a flexible approach to working hours is essential due to the nature of the role. A full UK driving license is required. Discover a fascinating role that is at the heart of protecting the UK public. In return, you can look forward to benefits including generous annual leave, Civil Service pension arrangements and a training plan tailored to your professional development. Vetting This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Developed Vetting (DV) level before taking up the post. Additionally, this material is of particular sensitivity to the UK and its distribution must be restricted to UK nationals. In approved circumstances dual nationals (of which one element is British) may also be granted access. However, in the event that potential conflicts of interest cannot be managed the post holder will not be able to see the intelligence material and will not be able to perform their duties. For the purpose of safeguarding national security and in line with Cabinet Office Policy, supported by Section 82(2) to (4) of the Police Reform Act (2002), applicants who do not hold or acquire Security Check (enhanced) (SC(e)) or Developed Vetting (DV) clearance and meet the nationality requirements cannot be offered the post. Confidentiality Agreement Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post. Our Employee Commitments Counter Terrorism Policing aims to create an inclusive and welcoming atmosphere and culture and an environment where all our people feel a strong sense of belonging and are able to reach their full potential. Where any group or individual can be and feel respected, supported and valued to fully participate and contribute to our mission of "Working to keep people safe from Terrorism". Inclusion, diversity and equality is at the front and centre of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today's complex policing challenges, applications from across all communities are therefore essential and encouraged. Counter Terrorism Policing as a network is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations'. Counter Terrorism Policing is committed to creating an inclusive working environment. We welcome and encourage applications from candidates who are seeking flexible working arrangements, and including part time working or job share. In addition, this role has been reviewed following learning from work during the Covid pandemic and may be done in an agile manner. In the first instance, please contact the vacancy holder to discuss how such arrangements could be accommodated (where applicable). Counter Terrorism Policing recruitment is open to all, but we are keen to positively support those who are younger in service to join into our specialist environment. Click the apply now button below and start your career at the Met . Applications will be via a detailed CV, Personal Statement and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV). Completed applications must be submitted by 14 October 2022. We view diversity as fundamental to our success. To tackle today's complex policing challenges, we need a workforce made up from all of London's communities. Applications from across the community are therefore essential. As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations. Job Type: Full-time Salary: £45,192.00-£49,280.00 per year Schedule: 8 hour shift Monday to Friday Work Location: One location
Are you an experienced infrastructure engineer looking for a "hands on" role? This is an exciting opportunity to join a newly formed team of engineers, working within our Aerospace, Defence and Security sector (ADS) As our new Infrastructure Engineer, you will be the main point of contact (PoC) for all hardware and datacentre related matters. Responsible for the design and deployment of all hardware for a green field enterprise system, including the creation of design artefacts for datacentre, remote site hardware dispositions, rack layouts and network & power cabling schema. Ideally be skilled in the design, sizing, configuration and connecting of Network Attached Storage (NAS) arrays, including knowledge and experience of RAID standards, block and files storage, storage resilience and multi-site storage replication. This is a "hands-on" position requiring solid technical, as well as excellent interpersonal and communications skills. What you will be doing: Design a multi-site platform based upon commodity off the shelf (COTS) server, storage and networking hardware hosting Window Server and Client Operating Systems, VMware / vSphere Hypervisors and CISCO switch / router operating systems. Produce and maintain design artefacts, such as but not limited to Low-Level Designs, Release Notes, Platform Services related fail-over / disaster recovery instructions Documenting new procedures and review/update as required thought the delivery Assist in the management of Platform Services deployments through multiple product lifecycle environments, from development to test and reference, through to the mission-critical production systems Provide input into the Event and Protective monitoring processes as relates to the hardware lights-out / remote consoles network connectivity Develop and maintain Client and third party supplier relationships as will be required to ensure the smooth delivery within the areas of responsibility Provide regular updates to the Technical and project leadership regarding all aspects of the Platform Services hardware delivery. What you will bring: Vocational/Diploma/Associate Degree (technical field) or relevant certification or relevant experience with a deploying enterprise hardware into datacentre-type environments Skilled in the deployment of enterprise hardware installations and the management of cabling and patching matrices Familiarity with deploying Microsoft Windows-based Servers and VMware ESXi hypervisors Strong understanding of deploying resilient hardware solutions Hands-on experience of deploying and managing Network Attached Storage arrays Experienced in the use of Microsoft Event Management software such as System Centre Operations Manager (SCOM) and / or SolarWinds Have a good understanding of 'Secure by Design' principles and practices Experience working in Multi-Datacentre Environments where availability, resilience and fault tolerance are key elements of every design A good understanding of networking as relates to Window Servers and Clients and VMware virtual networking Conversant with modern cabling safety standards such as low-smoke, zero halogen (LSZH) Conversant with different cable and presentation types, such as but not limited to optical fibre presentation (LC, SC), short-wave or long-wave, copper (RJ45) CAT6a - CAT7, Shielded and non-shielded and bandwidth compatibility UK Passport holder Active SC Security Clearance Would be great if you had: Experience in the use and implementation of BMC products, such as Truesight (Event Management) and Atrium (CMDB) Experience of deploying Window Server operating systems in virtual environments Experience with calculation datacentre requirements, such as peak circuit sizing, cooling Familiarity with the MoD and their design guidance and policies to align delivery with MoD Joint Service Publications (JSP) 440 including MoD Site coordinating Installation Design Authority (SCIDA) rules and regulations Expertise in storage array deployment, configuration, management including scaling, replication, fault tolerance and resilience Employment type: Full-time, permanent Location: Hemel Hempstead - Office based Security Clearance Level : You must be currently SC Cleared willing to undergo DV MOD Clearance Internal Recruiter: Carolyne Salary: £54K Benefits: 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund which is 3% of base salary If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about Sector/Company Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK's Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK's most complex safety- and security-critical markets. We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.
21/09/2022
Full time
Are you an experienced infrastructure engineer looking for a "hands on" role? This is an exciting opportunity to join a newly formed team of engineers, working within our Aerospace, Defence and Security sector (ADS) As our new Infrastructure Engineer, you will be the main point of contact (PoC) for all hardware and datacentre related matters. Responsible for the design and deployment of all hardware for a green field enterprise system, including the creation of design artefacts for datacentre, remote site hardware dispositions, rack layouts and network & power cabling schema. Ideally be skilled in the design, sizing, configuration and connecting of Network Attached Storage (NAS) arrays, including knowledge and experience of RAID standards, block and files storage, storage resilience and multi-site storage replication. This is a "hands-on" position requiring solid technical, as well as excellent interpersonal and communications skills. What you will be doing: Design a multi-site platform based upon commodity off the shelf (COTS) server, storage and networking hardware hosting Window Server and Client Operating Systems, VMware / vSphere Hypervisors and CISCO switch / router operating systems. Produce and maintain design artefacts, such as but not limited to Low-Level Designs, Release Notes, Platform Services related fail-over / disaster recovery instructions Documenting new procedures and review/update as required thought the delivery Assist in the management of Platform Services deployments through multiple product lifecycle environments, from development to test and reference, through to the mission-critical production systems Provide input into the Event and Protective monitoring processes as relates to the hardware lights-out / remote consoles network connectivity Develop and maintain Client and third party supplier relationships as will be required to ensure the smooth delivery within the areas of responsibility Provide regular updates to the Technical and project leadership regarding all aspects of the Platform Services hardware delivery. What you will bring: Vocational/Diploma/Associate Degree (technical field) or relevant certification or relevant experience with a deploying enterprise hardware into datacentre-type environments Skilled in the deployment of enterprise hardware installations and the management of cabling and patching matrices Familiarity with deploying Microsoft Windows-based Servers and VMware ESXi hypervisors Strong understanding of deploying resilient hardware solutions Hands-on experience of deploying and managing Network Attached Storage arrays Experienced in the use of Microsoft Event Management software such as System Centre Operations Manager (SCOM) and / or SolarWinds Have a good understanding of 'Secure by Design' principles and practices Experience working in Multi-Datacentre Environments where availability, resilience and fault tolerance are key elements of every design A good understanding of networking as relates to Window Servers and Clients and VMware virtual networking Conversant with modern cabling safety standards such as low-smoke, zero halogen (LSZH) Conversant with different cable and presentation types, such as but not limited to optical fibre presentation (LC, SC), short-wave or long-wave, copper (RJ45) CAT6a - CAT7, Shielded and non-shielded and bandwidth compatibility UK Passport holder Active SC Security Clearance Would be great if you had: Experience in the use and implementation of BMC products, such as Truesight (Event Management) and Atrium (CMDB) Experience of deploying Window Server operating systems in virtual environments Experience with calculation datacentre requirements, such as peak circuit sizing, cooling Familiarity with the MoD and their design guidance and policies to align delivery with MoD Joint Service Publications (JSP) 440 including MoD Site coordinating Installation Design Authority (SCIDA) rules and regulations Expertise in storage array deployment, configuration, management including scaling, replication, fault tolerance and resilience Employment type: Full-time, permanent Location: Hemel Hempstead - Office based Security Clearance Level : You must be currently SC Cleared willing to undergo DV MOD Clearance Internal Recruiter: Carolyne Salary: £54K Benefits: 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund which is 3% of base salary If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about Sector/Company Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK's Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK's most complex safety- and security-critical markets. We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.
In2 Resourcing are representing a fantastic global software company operating in the Enterprise Video space who are looking to grow their EMEA support team. Our clients work with large Global corporations and their Video Platform is utilised by banking / financial customers to share content across the corporate network with their employees.
The role is joining their EMEA support and Operations team responsible for delivering quality 24x7 Technical Support to Enterprise customers. As a Technical Support Engineer you will be working from home supporting EMEA customers in a varied and fast paced support 1st-3rd line support environment.
The Support Engineer is responsible for:
* Providing workarounds or solutions to customer problems
* Escalating issues as needed to Support management for assistance from Engineering, Operations, Professional Services, QA, Sales, etc
* Responding to customer-reported issues on a timely basis (meeting SLA targets)
* Collecting and analyzing customer information to identify root cause of customer problems
* Ensuring customer satisfaction with products and personnel
* Providing regular updates to customers during weekly calls
* Acting as a partner with customers and their vendors to jointly solve complex problems
* Contributing to the Support and Operations community
* Becoming familiar with new technologies, including product offerings as well as other tools needed for outstanding support
* Monitoring scheduled Live events for customers as needed
QUALIFICATIONS:
The ideal candidate for Senior Customer Support Engineer possesses
* Strong inter-personal, oral and written communication skills.
* Experience working with various internal groups such as Operations, Engineering, QA, and Sales to address customer issues
* Recognized for a “customer support” attitude such as being responsive to customer requirements
* Ability to multitask and prioritize between competing activities
* Demonstrated ability to communicate with user(s) on technical and non-technical issues
* BS in Computer Science, Engineering, or equivalent
* Demonstrated success with a range of areas such as
* Analyzing customer error logs to identify root cause of issues
* Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, packet loss etc
* Knowledge of relational database queries particularly using MySQL (MySQL workbench or toad for MySQL, etc)
* Basic knowledge of authentication systems SAML/ADFS/SiteMinder
* Building and testing custom clients for customers
* Transcoding and distributing video content, including understanding of mpg/avi/flv file formats, encoding; Windows Media Player, Quicktime, VLC using tools like HandBrake
* knowledge of MacOS, iOS, and Android a plus
* using encoders such as Adobe FMLE or Wirecast for Live stream generation
* using basic CRM systems to manage cases
* using HTML and Javascript knowledge to troubleshoot IE, Chrome or Safari issues with clients
* using knowledge bases to share information about known issues
* Knowledge of basic Linux system administration is a plus
* Providing Windows 7/10 / MacOS support for installed clients, including software installation and removal, regedit
For a completely confidential discussion regarding this role please contact Russell Brown on (Apply online only) or email
09/09/2016
In2 Resourcing are representing a fantastic global software company operating in the Enterprise Video space who are looking to grow their EMEA support team. Our clients work with large Global corporations and their Video Platform is utilised by banking / financial customers to share content across the corporate network with their employees.
The role is joining their EMEA support and Operations team responsible for delivering quality 24x7 Technical Support to Enterprise customers. As a Technical Support Engineer you will be working from home supporting EMEA customers in a varied and fast paced support 1st-3rd line support environment.
The Support Engineer is responsible for:
* Providing workarounds or solutions to customer problems
* Escalating issues as needed to Support management for assistance from Engineering, Operations, Professional Services, QA, Sales, etc
* Responding to customer-reported issues on a timely basis (meeting SLA targets)
* Collecting and analyzing customer information to identify root cause of customer problems
* Ensuring customer satisfaction with products and personnel
* Providing regular updates to customers during weekly calls
* Acting as a partner with customers and their vendors to jointly solve complex problems
* Contributing to the Support and Operations community
* Becoming familiar with new technologies, including product offerings as well as other tools needed for outstanding support
* Monitoring scheduled Live events for customers as needed
QUALIFICATIONS:
The ideal candidate for Senior Customer Support Engineer possesses
* Strong inter-personal, oral and written communication skills.
* Experience working with various internal groups such as Operations, Engineering, QA, and Sales to address customer issues
* Recognized for a “customer support” attitude such as being responsive to customer requirements
* Ability to multitask and prioritize between competing activities
* Demonstrated ability to communicate with user(s) on technical and non-technical issues
* BS in Computer Science, Engineering, or equivalent
* Demonstrated success with a range of areas such as
* Analyzing customer error logs to identify root cause of issues
* Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, packet loss etc
* Knowledge of relational database queries particularly using MySQL (MySQL workbench or toad for MySQL, etc)
* Basic knowledge of authentication systems SAML/ADFS/SiteMinder
* Building and testing custom clients for customers
* Transcoding and distributing video content, including understanding of mpg/avi/flv file formats, encoding; Windows Media Player, Quicktime, VLC using tools like HandBrake
* knowledge of MacOS, iOS, and Android a plus
* using encoders such as Adobe FMLE or Wirecast for Live stream generation
* using basic CRM systems to manage cases
* using HTML and Javascript knowledge to troubleshoot IE, Chrome or Safari issues with clients
* using knowledge bases to share information about known issues
* Knowledge of basic Linux system administration is a plus
* Providing Windows 7/10 / MacOS support for installed clients, including software installation and removal, regedit
For a completely confidential discussion regarding this role please contact Russell Brown on (Apply online only) or email
