Broadcast Engineer

**TEAM
The Engineering Support group provides support for broadcast infrastructure, digital production systems and IT systems for managed services and support for domestic and international customers.

**PURPOSE OF THE ROLE
**Engineering Operations Support Broadcast Engineers **are responsible for delivering high quality support service on behalf of the Benchmark Broadcast Systems. They ensure that equipment and systems integrated by Benchmark Broadcast Systems meet targets for availability, performance and safety. System architects and specialists from engineering will support and provide the process to ensure the Benchmark Broadcast Systems support provides a quality service to its customer. It is essential that role holders understand the needs of the business and the pressures faced by different department of customers.

**Engineers**:
SCOPE OF ROLE - KEY RESPONSIBILITIES

**Service delivery**:

- Provides excellent service to customers by ensuring that all incidents and service requests are professionally and correctly logged, documented and prioritized; records are kept accurate and up-to-date; and progress is effectively and respectfully communicated back to the customer; reported to lines manager /supervisor internally
- Minimises disruption to customer users’ work activities by taking personal responsibility and accountability for work undertaken, resolving incidents and carrying out service requests in a timely manner, as well as ensuring planned work is communicated in advance
- Ensures that service and knowledge management tools are used effectively, and that agreed service management procedures are followed
- Works with the Team Leaders to maintain and continually improve the service levels provided by the Support Team

**Incident resolution and user requests**:

- Interprets, diagnoses and resolves technical incidents within agreed service level timeframes
- Liaises with other Benchmark Broadcast Systems departments and external organisations through agreed processes and procedures to achieve resolutions and enable requests in a timely manner
- Complies with, and actions, the Benchmark Broadcast Systems major incident, broadcast continuity and emergency procedures as required
- Undertakes client account administration work and small projects as required

**Operational and proactive duties**:

- Monitors and maintains technical equipment and systems to the required safety and technical standards with minimum disruption to operational activities
- Maintains the accuracy of data to the agreed standard in key databases owned and managed by Technology Operations
- Initiates and complies with Change Control procedures

**Technical advice and support**:

- Provides technical advice and support to users and colleagues by continually updating his/her understanding of production workflows and the way broadcast equipment and production systems are used within the Benchmark Broadcast Systems
- Provides input, advice and feedback on the suitability, sustainability and use of new products and processes
- Keeps knowledge and skills up to date by identifying training and work opportunities that will further self-development

**People, process and technology change**:

- Recognizes changing priorities in the workplace and responds positively, adapting approach and methodology to tackle them
- Actively supports the development of colleagues and the wider technology

SCOPE OF ROLE - KEY METRICS

**Direct reports**:No direct reports

**Indirect reports**:No indirect reports, but will be required to help develop, advise and direct colleagues

**3rd Party Relationships**:Not responsible directly for contracts but must be familiar with their contents and be able to make service delivery decisions based on knowledge of those contracts.

**Budget**:No control over budget but expected to follow Benchmark Broadcast Systems financial guidelines.

**Health & Safety**:
Ensures that all the requirements of statutory and Benchmark Broadcast Systems safety regulations are fully met, including adherence to the Benchmark Broadcast Systems Health & Safety policy as directed from head office.

SKILLS, EXPERIENCE AND QUALIFICATIONS

**Essential**:

- Experience of working on broadcast/IT systems in a live TV, Radio or multi-media environment or attitude to work in the environment with relevant qualification
- Additional desirable experience of diagnosing and fixing technically complex problems across a variety of broadcast systems
- Demonstrable ability to communicate clearly using a range of styles, tools and techniques to explain technical issues to a wide range of people
- Advantage if experienced in working with suppliers, providing excellent customer service in a client facing role
- Advantage if experienced of providing high quality service in a demanding customer service environment
- Excellent customer care skills with the ability to identify a customer’s requirements and to recognise whether these can be met effective