Global Operations & Support Technician

Job Description

Job
Global Operations & Support Technician

Position Title

Global Operations & Support Technician

Position Summary

After an initial training period, the successful applicant will mainly manage the operational aspects of ETS's broadband delivery platform (i.e., Network by Deluxe), monitor its infrastructure, provide support to its users and ensure the successful transfer of feature films, trailers and commercials to cinemas located all over the globe.

In addition to the above, the applicant will also be tasked to manage and provide support to Deluxe's network of satellite receivers in the UK and in Europe (i.e., Live by Deluxe), both in real time during the broadcasts of live events and as an ongoing activity.

Main Duties
• Collaborate with the rest of the support teams as well as customers, account managers and product owners in order to ensure content delivery and satisfy/exceed the quality of service.
• Assist Network's users via the ticketing system, by resolving or relaying the reported issues with a timely and priority-based approach.
• Book, manage and monitor the reception of live events via satellite, by liaising with UK cinemas directly as well as with the local support teams in Europe.
• Monitor, manage and maintain the constantly increasing pool of Network and Live receivers.
• Provide Level 1 & 2 technical support for issues affecting receivers in the UK, by liaising with peers, customer engineering teams & 3rd parties when necessary.
• Provide Level 2 technical support for issue affecting receivers in all the other territories, assisting the local support teams.
• Be available to provide support out of regular office hours in order to both cover live events and be added to the weekly on-call rotation schedule.
• Issuing reports for billing purposes (only for live events).

What You Bring
• Experience in customer support.
• Use and understanding of the Linux/Unix command line.
• Use and understanding of the basic office suite (MS Word, MS Excel, MS Teams, MS Outlook or equivalent
• Analytical approach to problem solving.
• Personable, patient, inquisitive and assertive approach when working both alone and with others.
• Ability to remain calm under pressure and react quickly and clearly in times of stress.
• Keen interest in media & technology
• Since the role requires working outside of regular office hours, the candidate needs to be available during weekends & evenings as part of a set rota.

Jobcode: Reference SBJ-gpp6vx-18-118-9-7-42 in your application.