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Technical Support Engineer- Hybrid role in Wimbledon (mostly onsite)
As a Technical Support Engineer, you will be reporting to the Support Manager, working in close cooperation with Infrastructure and Application Support Analysts to ensure everything is running smoothly. In case of issue, you will be applying processes and your technical knowledge to restore the service as quick as possible to minimize adverse impact on the business.
You will have the opportunity to showcase your skills as a communicator and a trusted technical resource along with being able to demonstrate excellent judgment in prioritization and multitasking. Critical to be successful in this role is learning new cutting-edge technologies and dive straight into challenging technical problems being driven to become a reliable support for Clients and Teammates. Also would be ideal if your passionate about sport.
The role:
- Providing 2nd line live operations support directly to external clients, ensuring that all services are running while monitoring software and hardware key performance metrics.
- Escalate and take care of communications between the customer and the 3rd level support teams when required.
- Monitoring the hosting platform and the applications before and during operational events.
- Has an active role in making the triage, trouble shooting and incident management.
- Supporting the video encoding technologies used by the company.
- Operating and Monitoring live video encoding for live sporting events
- Using infrastructural and technical knowledge to triage, prioritize, troubleshoot, and escalate or resolve customer application issues.
- Ensuring that operations run smoothly, using operational and technical job sheets and checklists. Documenting new issues and procedures.
- Ensuring that platform monitoring is set up appropriately and efficiently and support with improving ways of working.
- Safeguarding SLAs by promptly apply mitigation procedures and tools or escalating.
Requirements:
- Live within proximity to Wimbledon where you can be mainly onsite.
- Excellent organisational and customer service skills.
- Technically proficient and speedy at resolving issues and documenting issues,
- Process driven, critical thinker and decision maker.
- Extremely desirable to have experience in live event support particularly around online video streaming.
Due to the nature of Sport/Entertainment events we support, you will be working a modified 4- or 5-day work week that includes either Saturday and/or Sunday and possibly evenings