MAM Technical Support Engineer

Job Overview        

VSI is currently in the process of renewing many of its production and project management systems into a unified modern and more efficient solution. The MAM Technical Support Engineer will join our media support team. The candidate will have ample opportunity to learn in a diverse environment. They will support users of the Media Asset management system in the second tier, including responding to user support issues. A key part of the role is assisting development and design of new processes, for which coding skills are required. An ideal candidate should be comfortable in rapidly assessing, analysing, and resolving complex issues, and know when to engage other support staff and departments for assistance.

Reporting to the Group Studio and Systems Support Director, the MAM Technical Support Engineer should be passionate about technology and keeping up to date on new and emerging developments. The candidate should also be self-motivated, organised, proactive, a team player and have a high standard of ownership skills. 

Key Responsibilities 

• Become one of the SMEs (Subject-Matter Experts) for asset management and related automation processes that are introduced at VSI.
• Work closely with the MAM team, infrastructure, development, and production teams to help define, evaluate, design, and implement new processes and automation.
• Contribute to the ongoing development of service delivery "best practice" to support continuous improvements, which reflect the needs of the users and clients across the group.
• Troubleshoot issues for end users.
• Provide first-class Tier 2 end user support and be an escalation point for Tier 1 (help desk).
• At times provide Tier 1 support to users.
• Help train end users and introduce new users to current and new processes following updates and changes.
• Address and resolve help desk requests as assigned.
• Document incidents, requests and problem-management information in line with required standards/SLAs, and ensure documentation of processes and staff knowledge bases are reviewed regularly; records, investigates, communicates, co-ordinates and resolves service incidents in line with agreed protocols and SLAs.
• Create a positive customer support experience and provide guidance regarding good customer technical support, and influence peers in following best practice.
• Maintain and protect confidentiality regarding all aspects of systems and network infrastructure that is supported in line with VSI internal security processes and procedures.
• Provide after-hours and on-call support when needed.

Essential Skills and Experience

• Degree in Computer Science, or proven experience working in asset management systems support.
• Relevant industry experience with media asset management, automation, transcoding, and QC systems at a technical and code level.
• High level skills in SQL, C#, use of SDK in Visual Studio and API REST integration.
• Practical experience of Unix, Windows, and Apple operating systems, and cloud environments in the media industry.
• Experience in working with complex IT systems, in a fast-paced, high-pressure environment.
• Capacity to read and decipher materials and documents with the ability to recognise and extract critical data and information.
• Knowledge of working with a help desk ticketing system.
• A strong communicator (written and verbal) and confident working with various internal and external stakeholders, and act professionally at all times.
• A strong work ethic, strong organisational skill, and meticulous attention to detail.
• Ability to adhere to deadlines and execute on multiple assignments, from beginning to end, with accountability for the results.
• Interest in working with a diverse user population, for a global company.