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IT Support Engineer Job Description

IT Support Engineer Job Description


Job Summary-IT Support Engineer Job Description


IT Support Engineer Job Description providing 24 hour operational support,

incident management and stakeholder communication for a range of platforms and services.


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Operations Engineers make decisions managing the response to incidents including prioritisation, escalation, and technical response. These have an impact on live products or services.


Key Responsibilities IT Support Engineer Job Description


• Use a diverse range of broadcast and production monitoring tools to identify and

resolve complex service impacting issues across a range of technologies and platforms.


• Initiate response to service disruption and support proactive measures aimed at

preventing recurrence.


• Accurate logging of incidents accurately including technical response and action taken.


• Implementing contingency procedures in response to planned or unexpected events.


• Handover of incident and information across shift changes.


• Keep informed of operational changes ensuring that actions are taken in line with best practice.


• Good communication skills; Able to explain information to technical and non-technical

audiences.


• Ensure the Health and Safety at Work Act, Working Time Directive and other

workplace legislation is observed; responsible for ensuring risk assessments are

completed, appropriate and meet company standards; responsible for ensuring appropriate method statements are reviewed and fit for purpose.


Knowledge, skills, training and experience-IT Support Engineer Job Description


Essential


• Broad technical knowledge, including understanding of complex systems built from

separate components.


• Experience of operating within, or demonstrable knowledge of, multi-platform

environments.


• Experience or knowledge of monitoring and interacting with a range of applications and services.



• Experience in supporting a wide range of broadcast and production technologies,

systems and equipment.


• Experience of logging and managing incidents in an operational environment.


• Familiarity with using a range of diagnostic and monitoring tools.


• Ability to communicate effectively with external providers and internal partners.


• Troubleshooting and diagnosing defects in complex systems.


• Able to create supporting documentation.


• Able to prioritise according to service impact and work under pressure.


• Awareness of current safety legislation and statutory requirements relating to IT

including Electricity at Work



• Ability to share knowledge with team members.


• NVQ Level 5 or above in a relevant technical discipline.


• Knowledge of health and safety standards, approaches and processes and other relevant regulatory requirements.


Desirable

• Problem solving methodologies.

• Knowledge of ITIL support model.

• Experience in media and creative environments.

• Knowledge of best practice in IT security policies, standards and procedures

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