Location: Chiswick,
London
Reporting To: Head
of Fixed Services MCR
Hours of Work:
Full Time, 12 hour shifts on both days &
nights, Monday to Sunday
Summary of
Role
Communication, drive and
attention to detail at all levels from the MCR Operators are key to our success
as a customer-focused provider of managed services.
The MCR Operator is
responsible for carrying out a range of operational duties associated with the
play-out, distribution, monitoring and routing of MCR services.
The MCR Operator works
effectively with internal teams, customers and external suppliers to ensure EDM
continues to deliver outstanding customer service.
This role would be suitable
for someone with Service Desk operative experience and you will be required to
work shifts on a rolling rota schedule pattern, including nights and weekends.
Job Purpose
Key
Result Areas:
- Maintain operational
standards according to agreed procedures and service level agreements.
- 1st Line Support of MCR
equipment and systems, taking redundancy measures or strategies to maintain
service output in the event of faults or breakdowns.
- Communicate fault
conditions in a timely and coherent manner to staff, customers, and service
suppliers. This includes escalations to management, call-out of support
engineers and customer escalation as detailed in the escalation procedures.
- Liaise with various
service providers and external parties, providing a technical co-ordination
role in service impacting situations and other emergencies.
- Responsible for the
implementation of short notice transmitter cover in the event of breakdowns
occurring at remote sites, under agreed procedures.
- Interface with the MCR
Shift Supervisor to proactively identify and develop new procedures and
processes to improve the operation and meet the often rapidly changing needs of
the department.
- Provision of day-to-day
operations, services, and functions through appropriate use of scheduling,
routing, automation, and monitoring systems located in the MCR Operations Room.
- Control and monitoring
of remote equipment at unattended sites associated with transmitter operations.
- Maintain accurate
logging and reporting relating to all aspects of MCR operations.
- Maintain a secure
working environment in line with the requirements of the EDM ITIL Policy to
protect individuals, information and EDM Assets.
- Ensure that EDM’s
health and safety guidelines and policies are always followed.
Requirements
Role Specific
Skills :
- Excellent all-round
communication skills.
- Be a team player.
- Service Desk
experience.
- Able to work well under
pressure and to adhere to strict deadlines.
- Very organised and
accurate with high degree of attention to detail.
- Willingness and ability
to work unsociable hours.
- Desire to expand
technical knowledge within IT and broadcast systems.
- Logical and analytical problem-solving
skills.
- Ability to analyse
upcoming workloads, arranging and prioritising tasks as necessary.
- Strong time-management skills.
- Desire to progress
career within the company and build on learned skills and abilities.
Essential
Qualifications/Experience: - Experience of working
in an MCR operational environment.
- Experience of working
in broadcast operations and with associated technology as applied to OTT, HF
broadcasting, radio, TV, satellite, internet, and multimedia.
- Experienced in the
operation of broadcast and IT equipment.
- Have an awareness and
general understanding of UNIX/Windows operating systems.
Desirable
Qualifications and Experience:
- Service Desk Operator
- Knowledge of broadcast
workflows and distribution of content via satellite, IP, fibre, and cloud.
- Knowledge of IT
processes and networking.
- Knowledge of world
geography and general interest in current affairs and the media.
- Knowledge of OFCOM
specifications and guidelines.
Benefits include:
1. Competitive salary
2. 25 days Annual Leave per
annum (pro-rata)
3. Matched up to 5% pension
contributions and independent pension advice
4. Medical benefits
including; Eye care vouchers, Health Cash Plan, Income Protection & Life
Assurance
5. Cycle to Work Scheme
6. Season Ticket Loan
7. 6 monthly Wellness Weeks
including; independent pension / financial advice, health & BMI checks,
massages and flu vaccinations
8. Performance Recognition
Awards and many more!
Next Step
To be considered for this opportunity, please send your details online via grapevinejobs. We'll be in touch with qualified candidates as soon as we can.