Media Support Engineer

CONTEXT

Imagine a world where news breaks, captivating stories unfold, and music fills the airwaves without a hitch. Our client, a major player in its sector, is at the forefront of this dynamic media landscape, delivering essential news, entertainment, and cultural content across radio, television, and digital platforms. Their operations are a complex symphony of cutting-edge technology and creative talent, where every second counts. From live broadcasts to breaking news cycles and intricate post-production workflows, technical stability is paramount. The production teams, driven by passion and tight deadlines, rely on robust and responsive IT and AV systems. This role is a vital lifeline, ensuring that the magic of media production continues uninterrupted, empowering journalists, producers, and artists to reach their audience effectively and efficiently.

ACTIVITIES

As a Media Support Engineer, you will be the first point of contact and resolution for critical technical incidents across various editorial and production departments. Your daily activities will include:

• Providing swift first-line technical support to production staff, diagnosing and resolving hardware and software issues affecting broadcast, newsroom, and radio systems.
• Coordinating with second-line support teams and external vendors to escalate and track more complex problems, ensuring timely and effective resolutions.
• Participating in technical projects, offering insights and support during the implementation of new systems and infrastructure upgrades within the media environment.
• Rigorously testing new audiovisual and IT systems, applications, and equipment to ensure their stability, compatibility, and performance before deployment.
• Creating and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides to empower users and streamline support processes.
• Delivering targeted user training sessions, equipping production staff with the necessary skills to effectively utilize new technologies and optimize existing workflows.
• Proactively monitoring system performance and identifying potential issues, contributing to a culture of continuous improvement and preventative maintenance.

EXPECTED ACHIEVEMENTS

Your success in this role will be measured by your ability to maintain the high operational standards of a bustling media environment and the positive impact you have on production teams. Key achievements include:

• Minimizing downtime and swiftly resolving technical incidents, ensuring the uninterrupted flow of critical media production and broadcast operations.
• Achieving high levels of user satisfaction through proactive and responsive support, empowering creative teams to focus on content creation without technical hurdles.
• Successfully integrating new technologies and systems into the existing infrastructure, enhancing capabilities and efficiency across radio, news, and TV platforms.
• Developing a comprehensive and accessible knowledge base, significantly reducing the recurrence of common issues and improving overall technical literacy.
• Contributing to a more resilient and modern media infrastructure, helping our client stay ahead in a rapidly evolving digital landscape.

ENVIRONMENT

The technical environment is a rich blend of traditional broadcast infrastructure and modern IT systems, requiring a versatile and adaptable engineer. You will be working with:

• IT Infrastructure: Windows/macOS operating systems, networking fundamentals (TCP/IP, LAN/WAN), Active Directory, enterprise applications.
• Audiovisual Technology: Professional video editing suites (e.g., Adobe Premiere, Avid Media Composer), audio mixing consoles, broadcast cameras, encoders, studio equipment.
• Newsroom Systems: Media Asset Management (MAM) systems, news production systems (e.g., ENPS, iNEWS), playout automation.
• Collaboration & Support Tools: Ticketing systems (e.g., Jira Service Desk, ServiceNow), communication platforms, remote desktop tools.
• Methodologies: Best practices in ITIL for incident and problem management, project support frameworks, a fast-paced media production workflow.