1st Line IT Support Engineer (unix/Linux/Microsoft)

IT Support Engineer (Broadcast Media)

Glasgow, Scotland.

Key Responsibilities

• In conjunction with the AS Tech Team Leader, prioritise workload according to operational criticality, and ensure a professional approach is presented at all times, especially when under operational pressure.
• Establish a firm understanding of the Access Services business so they are able to provide effective support.
• Work as part of a team and will work to an agreed shift rota, which will include early mornings, late nights, weekends and public holidays. Occasional travel and overnight work may be required.
• Communicate and problem solve effectively, working to ensure that Access Services meet their client objectives, avoid Service Credits and ensure that the Access Services Technology team consistently deliver a professional service.
• Work within Service Management based processes, continually striving to improve their performance and the team’s.

Technical Accountabilities:

• Provide support for Access Services live and prepared work across all Access Service Disciplines, which consists of over 350 users based over 10 sites and home working.
• Provide support to users whose first language is not English, working on systems that are not in English.
• Ensure performance specifications are met and maintain the technical standards and parameters of the equipment and systems within their care. This will include ensuring that approved change controlled modifications are carried out as required.
• Prioritise work taking into account service level agreements with stakeholders/customers and transmission requirements, seeking guidance from IT Systems Manager – Access Services and the other Broadcast Systems Engineers during demanding times.
• Maintain comprehensive records and logs of work done, on the installation, modification and repair of systems, following appropriate change control for all non break/fix planned work.
• Carry out routine maintenance work as defined and agreed with the IT Systems Manager – Access Services.
• Critically assess technical quality and performance, extracting and analysing system logs where available and escalating to IT Systems Manager – Access Services to progress where necessary.
• Identify trends and escalate to IT Systems Manager – Access Services.
• Identify potential system failures and weaknesses and proactively advise management, giving recommendation for course of action.
• Devise ways of achieving the needs of the operation by means of technical innovation and development.
• Assist in the roll out of new hardware, software and software updates to the separate disciplines / Client Services of Access Services.

Experience and Knowledge

• Microsoft Operating Systems.
• A range of the following experience and knowledge areas is also required:
• UNIX / Linux Operating Systems.
• A good understanding of networking technologies.
• Experience of providing remote support.
• The ability to use and update formalised knowledge management systems.
• Audio / video equipment
• An understanding of different database technologies.
• Experience of a broadcast media environment

Skills and Behaviour:

• Good interpersonal skills with the ability to liaise effectively at all levels and to varied audiences in English.
• Ability to work as an effective member of a team, but also capable of carrying out tasks unsupervised.
• Strong understanding of customer service with the ability to view systems in terms of service provision rather than discrete technical components.
• Ability to organise and prioritise work to ensure deadlines are met
• Understand and follow defined change management processes.
• Appreciate the unique nature of a live broadcast environment.
• Ability to work under pressure
• A desire to acquire the depth of understanding in Access Service technology/environment and workflows used to enable efficient support of the operation.
• Any French or Spanish, even to a basic level, would be an advantage?

KEY: IT Support, Linux, Unix, 1st Line support, Tier 1 Support, Support Analyst, Network, Remote support, Broadcast Media, Microsoft, Audio, Video, Database, Glasgow, Scotland, UK.