TEAM

Engineering Operations is part of Benchmark Broadcast Systems Engineering. The department actively helps Benchmark Broadcast Systems customers in building facilities, technical centers and broadcast operations. The department works with vendors in Broadcast, IT and Infrastructure to provide best in breed, new technology products and build for the customers. The Engineering team has solution architects, specialists in application and products for serving. The division is responsible for providing system integration, consultancy and managed services for the customers.

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

Engineers are characterized by their ability to develop appropriate solutions to incidents, problems and management of safety, using new or existing technologies, through innovation, creativity and change. They take responsibility for maintaining and managing applications of current and developing technology and may undertake engineering design and development of systems and services.

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

• Demonstrable, theoretical and practical, knowledge of broadcast systems including digital video, audio platforms, applications and techniques including Video and Television, in the broadcast support environment will be an advantage

• 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 effectively from the resources, timescales skills with good time management practices

• Experience in managing conflicting demands in situations of pressure where priorities are rapidly changing

• Knowledge of best practice frameworks based on ITIL or Service Management principles (including Change, Configuration and Release) and how/why they can be applied

• Awareness of all aspects of Health and Safety, including electrical safety within broadcast environment

BENCHMARK BROADCAST SYSTEMS COMPETENCIES

Competencies:

Influencing and persuading - able to present sound and well-reasoned arguments to convince others. Can draw from a range of strategies to persuade people in a way that results in agreement or behavior change.

Planning and organising - able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities by taking into account all the relevant issues and factors such as deadlines, staffing and resources.

Resilience - manages personal effectiveness by managing emotions in the face of pressure, set- backs or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy.

Communication - able to get one’s message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information.

Managing relationships and team working - able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.

Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements.

Analytical thinking - able to simplify complex problems, processes or projects into component parts explore and evaluate them systematically