Support Engineer (Support), London

Job Title: Support Engineer (Support), London

Job Ref: SE(S)L-466

Closing Date: 23/02/2026

Summary

The Technology department are responsible for providing engineering and support services to all. Our goal is to ensure to the smooth delivery of services and technology to enable teams to work effectively for the ongoing success of the business.

The department provides the following:

• 24/7 proactive support and maintenance to ensure industry leading levels of availability for a diverse range of end-to-end broadcast, technology and IT systems.
• Project design, implementation and documentation to the highest standards providing reliable and resilient technical solutions.
• Collaboration with stakeholders to create and maximise efficiencies and optimised technical solutions whilst utilising existing available resources.

Support Engineer (Support) is a key member of the London Technology team providing technical assistance and 1st level support as well as assisting 2nd and 3rd level engineers to ensure the continued smooth delivery of technology services to all users. You will work to prioritise, document, resolve and/or escalate issues across broadcast and IT systems. You will also perform routine maintenance, update documentation, contribute to projects, technology initiatives and contribute to the success of Volant Media. The Support Engineer is expected collaborate, share knowledge, and jointly contribute to projects and continuous improvement initiatives.

Responsibilities

• Provide 1st level support as part of the 24/7/365 London technology team to resolve faults, escalate and prioritise issues with critical decision making.
• Investigate reports and faults and capture factually correct information, internally and to third parties.
• Follow agreed support/ticketing system processes so that reported issues are solved with maximum efficiency and other stakeholders are informed quickly.
• Proactively work on unresolved cases, adding value and insights, chasing SMEs internally and externally.
• Provide quick and efficient resolution, to minimise impact on our audiences and end-users internally.
• Perform preventative checks and maintenance.
• Will always consider risks, safety, cybersecurity and resilience in implementations, designs and support.
• Participate in new technology implementations, projects, planning and processes where required to add insight and expertise.
• Will always try to maximise viewing experience for our audiences.
• Provide continued feedback so that processes can be continuously improved, suggest improvements.
• Proactively contribute to, build and promote internal knowledgebase, so that new support is more efficient, especially in areas of expertise and focus areas.
• Follow engineering best practices.
• Support change management process and planned engineering works.

Requirements

• At least 2 years in a broadcast engineering support or similar technical role.
• Proven ability to work individually and as part of a team to resolve issues, prioritise and escalate.
• Excellent verbal and written communication skills – to both technical and non-technical people.
• Strong decision-making skills in critical situations minimising downtime and creative problem solving.
• The candidate should be able to prioritise tasks effectively and manage their time efficiently to meet support requirements and deadlines.
• Understanding of broadcast systems and technologies: including traditional SDI, IP, network, software and servers (virtual and physical), newsroom systems, graphics and post-production.
• Experience with basic Windows administration, IP networks. Linux experience a strong plus.
• Knowledge of cybersecurity.
• Proficiency in understanding documentation for broadcast systems and processes, including ticket management – reading schematics, manuals, knowledge articles.
• Bachelor's degree in Broadcast Engineering, Electrical Engineering, or a related field.
• Commitment to continued development of knowledge, skills and technical knowledge.
• Strong professional and personal responsibility when undertaking duties.