Support Engineer at Techex

Who are we?

We are cloud and video over IP specialists. 

We work side-by-side with our customers’ as long-term partners. We create value by understanding complex problems, challenging existing norms and deploying solutions to address them.
 
We have been building and deploying our own technology since 2008, and we partner with emerging technology companies who are redefining the way IP and the cloud are used to move and manage live video.

We organise ourselves as a single technical team to provide a consistent engagement with our customers, to allow our engineers to see the delivery of platforms through their entire lifecycle and to promote continuous development and evolution of our solutions.

Most of our work is in supporting the world’s largest broadcasters and streaming platforms architect and deliver their most progressive projects. We are proud to count the likes of Sky, Discovery, BBC, BT, NBC, Disney, Amazon and DAZN amongst our closest customers.

We've been at the front of the network and video convergence for over a decade. Compression, networking, Linux and virtualisation is in our blood and over the next decade we intend to lead the adoption of cloud, SDN and virtualised microservices within broadcast. 

If you love technology, pushing technical boundaries and are looking to join a team who really cares about exceeding expectations, Techex is the place for you.

WHAT ARE WE LOOKING FOR?

This role sees you in at the heart of the company in the Tech Team working across pre-sales, design, design, and support with your number one objective being making sure customers are very happy throughout their experience with us.

 With this in mind, we're looking for someone who gets a buzz out of helping customers, ensuring that their needs, questions and problems are documented, met and resolved while exceeding their expectations. The candidate will enjoy working within the wider team to get the right information in the right hands, ensuring the customer is happy and keeping information flowing in the company by consistently using the ticketing system.

Applicants may have, or be studying for, a technical degree and have a technical background in video/broadcast and a strong understanding of networking. Self-motivation is an essential skill and a successful candidate may be meeting or talking with clients and suppliers on a daily basis so must have good communication and interpersonal skills.

The Role

• Providing outstanding 1st and 2nd level support for many manufacturers’ products and our own software
• Ensuring that customer requests are documented, tracked and resolved in a timely manner to maintain customer satisfaction and escalate and manage problems through our manufacturer partners as required
• Provide out-of-hours on-call support as part of a 24/7 service
• Have a positive customer-oriented attitude, solid verbal and written English communications skills
• Pro-actively diagnose, update and fix customer issues
• Work with the rest of the technical team to solve problems
• Carry out remote diagnostics and resolve issues
• Configure equipment and test equipment, both remotely and in the office
• Escalate and manage problems through our manufacturer partners as required

Essential

• Minimum 2 years’ experience in a relevant role
• Experience in a client facing role 
• An eye for detail
• Takes pride in their work
• A self-motivated challenger
• Feeds off problem solving
• Excellent communication, presentation, planning and organisation skills.
• Ability to manage priorities, and strong initiative to accomplish tasks
• Knowledge of analogue and digital audio-visual standards
• Knowledge of audio/video and media transport (DVB, MPEG-2&4)
• Experience of using network analysis/packet capture tools such as Wireshark
• Understanding of real time transport protocols such as RTP, UDP and MPEG-TS
• Linux server operating system experience

 Desirable

• Naturally builds trust and relationships.
• Knowledge of recent audio/video and media transport (HEVC, JPEG2000, ST 2022, ST 2110)
• Thrives in an entrepreneurial, fast-paced, technically-focused and agile environment
• IP Networking experience for broadcast or other real-time data environments
• Experience with Microsoft server operating systems
• Ability to use test equipment/software to analyse MPEG streams
• Experience of multicast network design and troubleshooting
• CCNP or higher/equivalent non-cisco qualification (Routing & Switching or Data-Centre/SDN)
• Previous experience of PRTG or other network monitoring systems (NMS)
• AWS Certified 

Benefits

• Contributory pension scheme, matching pension contributions up to 5%
• Free parking at our Bracknell office
• 25 days annual leave
• Flexible working environment