Recruiter

Excel Technical Resourcing Solutions Ltd

Salary

From £40,000 to £50,000 per year

Location

Hounslow

Job term

Permanent

Job hours

Full time

Senior Customer Support Engineer NDS 334
Osterley/Chilworth
40,000 - 50,000 + On Call Allowance 5k, Car Allowance 4620 + benefits

Working onsite at the customer sites, the Senior Customer Support Engineer provides technical service management and
support to one of the company's largest customers. The onsite support team work very closely with the various operational
and support departments at and they provide system integration, consultancy and technical support for all products. The
role requires working within a shift pattern and being on-call for out of hours support

Senior Customer Support Engineer - Main Duties and Responsibilities:

- Technical responsibility and platform ownership for one high profile broadcast/media VOD IP delivery platforms; Sky
Anytime+
- Rapid response to live system issues, ensuring that the customer is always kept up to date with the progress of any
investigation and responsible for providing a detailed resolution report.
- Provides an escalation point for technical issues for their designated support area.
- Track platform limitations and pro-actively advise the customer of possible solutions.
- Provides technical service management as appropriate and ensures feedback is provided to support and delivery staff on
major platform incidents.
- Mentors and assists other members of the team and assists in their development.
- Ensures that technical solutions are fit for purpose and if not, drives an improvement process involving other team
members and the delivery team, where appropriate.
- Provides detailed handover of software defects to the appropriate engineer and project manager.
- Work within a shift system to provide onsite and on-call support during the required hours (Current onsite hours are :
07:00 - 20:00 Mon - Fri covered by an early and late shift and on call is outside of these hours every 1 week in 6)

Skills and Experience Sought:

A successful candidate will need to be a highly motivated and experienced support engineer, with a strong focus on
customer service. Skills should incorporate the following:

- Proven customer liaison, support and management with product responsibility
- Proven support experience in a UNIX/Linux/Oracle/IP environment.
- Ideally experienced in Digital Broadcast/VOD systems
- Solid relational database Oracle SQL and PL/SQL skills (other RDBMS will be considered)
- Good knowledge of applications running in a TCP/IP network environment.
- Good Unix Shell scripting skills.

Personal Profile:

- Ability to work effectively within a team.
- Excellent customer service skills.
- Ability to communicate effectively at technical and management level.
- Self motivated and self sufficient.
- Ability to flourish in a high pressure, fast moving customer facing environment.


unix linux oracle digital broadcast vod sql tcp ip senior customer support engineer osterley chilworth nds management service technical delivery sky development team environment pl database network rdbms shell scripting