Application Support Analyst (Hybrid remote friendly)

Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

Why Imagine?

Imagine Communications offers a generous pension to all our employees, private Medical and Dental. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too.  Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP service. We have subsidised Gym membership, Life assurance and Group income protection.

We are looking for a Support Analyst to manage customer-reported incidents. The successful candidate will be responsible for owning client-reported issues and queries through to resolution. Activities include analyzing customer-reported issues, providing workarounds, and accurately recreating and documenting reproduction steps for software engineering and QA teams while meeting response obligations defined by the customer’s Software License Agreement (SLA). Main tasks include:

• Responding to telephone calls and email requests from clients
• Logging details of service request into customer service systems
• Investigating and replicating service requests
• Providing regular updates to clients on faults and other service requests
• Taking ownership of service request through to client delivery
• Responding to clients in accordance with their SLA
• Testing fixes and new enhancements before client delivery
• Reviewing and delivering documentation in a timely manner
• Producing and issuing support reports for clients within agreed timescales
• Assisting with internal and external product training
• Completing other related duties as defined by management

• Familiarity or experience in broadcast with Imagine Communications products
• Experience working in a client-facing environment
• Strong interpersonal and client-facing communication skills
• Excellent analytical and problem-solving skills
• Ability to work accurately under pressure whilst remaining attentive to detail
• Ability to work with minimal supervision
• Experience using MS office products
• Application Support Experience
• ITIL Certified

Celebrating Difference, Together Stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities.  We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.