Support Engineer

Job Title: Support Engineer

Job Ref: SE-474

Closing Date: 29th April 2026

Summary

The Support Engineer is a capable content technologies engineer, responsible for maintaining service availability, resolving incidents, and contributing to the stability and improvement of supported systems. Day to day they will provide 1st and 2nd level support and assisting with 3rd level support where able.

The role requires hands-on technical support, fault diagnosis, preventative maintenance, and participation in engineering projects. Support Engineers act as a key operational interface within the Technology team and pro-vide day-to-day guidance and assistance to operators.

Responsibilities

• Assist with and help coordinate responses to incidents and service issues.
• Provide 1st and 2nd line support and help with 3rd line support and technical investigations where needed.
• Support system changes, upgrades, and installations.
• Help with root cause analysis, problem management, and putting in place corrective actions.
• Contribute to system design reviews, upgrades, migrations, and new technology rollouts.
• Make sure operational needs are considered in project and engineering tasks.
• Follow and help improve operational procedures and best practices.
• Share knowledge and support the development of other engineers in the support team.
• Assist the Lead Support Engineer with planning, risk checks, and preparing for service changes.
• Take part in a 24/7 support rota, including nights, weekends, and public holidays if required.
• Work within agreed incident, change, and problem management processes.
• Work with internal teams, service owners, project staff, and external suppliers as needed.
• Support a culture of operational excellence, ongoing improvement, and knowledge sharing.
• Keep health & safety, cybersecurity, resilience, and service continuity in mind for all tasks.
• Maintain professionalism in live, time-critical, and high-pressure situations.

Requirements

• Solid experience working in broadcast, Content Technology, or IT operational environments.
• Good technical understanding across different system domains and workflows.
• Competent decision-making skills in operational situations, aiming to minimise downtime, and apply practical problem solving.
• Ability to balance immediate service recovery with ongoing system improvement.
• Proactive approach with a focus on improvement and supporting colleagues.
• Demonstrated ability to work independently and as part of a team to resolve issues, prioritise and esca-late as needed.
• Clear and effective verbal and written communication skills – suitable for both technical and non-technical audiences.
• Able to prioritise tasks and manage time efficiently to meet support needs and deadlines.

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating notes of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.