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Job description

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

Who are we?
Techex solves problems for world-class businesses and broadcasters, partnering with emerging technology companies who are challenging the way Cloud and IP are used to move and manage video.
We treat our customers as long-term partners and our value is created through our understanding of their complex problems and the application of our competencies, and technology to address them.
We are focused on the convergence of video, IP and are extremely selective about the technology companies we work with. 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 has 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 new workflows, SDN and virtualised microservices within broadcast.
At Techex, we pride ourselves on our technical skills and experience to help mould this technology and implementation. This requires expertise in virtualisation and cloud technology as well as software support and engineering.

What are we looking for?
Someone whose top priority is 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 outline:

• Providing outstanding 1st and 2nd level support for our own software and technology partner solutions
• 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
• 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 technology partners as required
• Collaborate with your team, customer and partners to produce innovative solution design and document in a timely manner
• Work towards being part of our out-of-hours, on-call support service

Essential

• Passion for leading-edge technology
• A talent for problem-solving and logical thinking
• High level of competence and experience using computer systems
• Ability to manage priorities, and strong initiative to accomplish tasks
• Experience with Microsoft and Linux server operating systems
• Knowledge of IP networking (including TCP, SNMP, RTP, multicasting, routing)

If you've got some or all of the following, it would be a great help:

• Hands-on experience configuring and troubleshooting L2, L3 switches at the command line interface (CLI)
• 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
• Ability to use test equipment/software to analyse MPEG streams
• Understanding of real time transport protocols such as RTP, UDP and MPEG-TS

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
• Awesome free fresh espresso!
• 25 days annual leave
• Flexible working environment
• Personalised continual professional development

This is a great opportunity for a graduate who is passionate about broadcasting, so in addition to a strong academic record, you will need evidence that you have a keen interest in media technologies. During your time with us, you will develop an excellent theoretical and practical understanding of operational and technical systems and equipment, in addition to their use in the fast-moving broadcasting industry. You will work at the heart of technology with our industry partners and have unrivalled opportunities to develop yourself and progress within our high performing team.