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Technical Support Manager

£50,000 - £80,000 yearly
  • Techex
  • Bracknell, UK
  • 22/11/2021
Full time Management System / Solution Architecture Dev Ops

Job Description

Who are we?

Techex is a UK leader in IP and cloud video solutions, solving complex problems for world-class businesses and broadcasters through its own mission critical software and partnering with emerging technology companies who are challenging the way IP and cloud is used to move and manage video. Our value is underpinned by trusted partner status and long-term continuous development engagements with our strategic Tier-1+ broadcast and media customers. Our value is created through understanding complex problems and the application of our focused competencies and best-of-breed technology to address them. We design, commission and support live video transport, processing, redundancy and monitoring solutions that work in the real word, accelerating the shift towards cloud and virtualisation. 

We expect the people in our team to be intimate with our competencies, passionate about the technology we work with and masters of detail. Techex is an independently owned, growing organisation with a diverse mix of highly experienced engineers and developers, continually looking to challenge the status quo. 

Since 1971, the Techex has championed disruptive technologies and helped its customers gain a competitive edge. Techex led the drive towards IP and now the evolution towards modern microservice architectures both on-premise and in the cloud.  

What are we looking for? 

Techex’s top priority is supporting our customers. As a company we are committed to providing a level of support that is dramatically beyond industry expectations. Our technical support manager is responsible for the ownership, delivery, improvement, and growth of the support function. 

We are looking for someone with customer-facing experience, the ability to lead and be a point of escalation for our technical team and our customers. You will be responsible for ensuring that our customers questions and problems are documented, and issues efficiently resolved. 

To be successful at Techex, you will need to be flexible and upbeat with a relentless and thorough approach to your work. Applicants may have a technical degree or have equivalent experience with a technical background such as video, broadcast, networking, or cloud and must demonstrate a good understanding of foundational technologies. Self-motivation is an essential quality. We value people who are engaged with their work and take an interest in their continued professional development.  

This is a great opportunity for people who want to have a direct impact within a company, are passionate about helping people solve problems and enjoy working with the most progressive video, audio, networking and cloud technology. As part of this role, you will be expected to develop new ideas and ways of working and contribute to the direction of the organisation.  

Responsibilities 

  • Work closely with the technical team in the prioritisation of support tasks
  • Oversee all critical support and incidents
  • Take full ownership of the support delivery infrastructure
  • Represent the Techex management team as an escalation point for our customers
  • Own internal training on the deployed systems, foundational technologies and best practices.
  • Manage 24x7 on-call support in which you will take an active role
  • Hold regular service review and relationship meetings with all key, active systems
  • Continuously review and improve our support service
  • Generate, report and track KPIs across the team and share with management
  • Own and manage support relationships with our customer partners as well as with our supplier technology partners
  • Drive growth and adoption of our support services
  • Manage proactive security reviews and software updates of deployed systems
  • Ensure documentation is in place for all supported systems 

Essential Requirements 

  • Minimum 2 years’ experience in a relevant role
  • Valid driving licence and passport
  • An eye for detail
  • Takes pride in their work
  • Feeds off problem solving
  • Passionate about Media technology
  • Self-motivation: ability to manage priorities, and strong initiative to accomplish tasks
  • Foundational knowledge of IT & networking
  • Some experience and knowledge of Video/Audio over IP
  • Demonstrable experience in supporting, maintaining and/or designing professional broadcast systems.
  • Grow as part of a diverse team of engineers and developers from a range of backgrounds and levels of experience across multiple industries.

Desirable

  • Experience of using network analysis/packet capture tools such as Wireshark
  • Experience deploying and managing systems in at least one of the following: AWS, GCP, Azure.
  • Intermediate Linux knowledge
  • Understanding of real time transport protocols such as RTP, UDP and MPEG-TS
  • Knowledge of compressed audio/video and media transport (DVB, MPEG)
  • Hands-on experience configuring and troubleshooting L2, L3 switches at the command line interface (CLI) or via automation.
  • Knowledge of current and emerging audio/video and media compression and transport technologies (HEVC, JPEG2000, JPEGXS, ST 2022, ST 2110)
  • IP Networking experience for broadcast or other real-time data environments
  • Ability to use test equipment/software to analyse MPEG streams
  • Experience of multicast network design and troubleshooting 

Benefits 

  • A fantastic environment to work where every contribution is valued
  • Unrestricted opportunity for advancement at any time based on individual contribution
  • The chance to work with some of the world's major broadcasters
  • Contributory pension scheme, matching pension contributions up to 5%
  • Free parking at our Bracknell office
  • Subsidised canteen facilities on site
  • Free, fresh coffee
  • 25 days annual leave
  • Flexible working environment
  • Personalised continual professional development