1st Line Television Broadcast Support Engineer

We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky Platform Control are a 1st line technical support team that ensure that Sky broadcast content is robustly delivered to our customers. Platform Control are not directly customer facing – so issues come in via internal Sky departments or 3rd party providers or via our monitoring tools. The Platform Controller role is unique to Sky – all Platform Controllers are provided full training which enables them to quickly identify faults on our TV platforms and apps and restore normal service via the application of known fixes or through triage and critical issue. Want to know more? Here is a high level overview of Platform Control: https://share.synthesia.io/68e34236-5a08-437f-80e7-a749f074c7a3

• Minimise downtime for customers, partners, and content providers, using monitoring tools to quickly and accurately diagnose live platform impacts.
• Prioritise and resolve incidents promptly and professionally, adhering to escalation and notification procedures.
• Retain ownership of escalated issues, ensuring accurate updates and resolution details are logged and communicated.
• Analyse incidents to understand their causes
• Perform housekeeping duties, manage communication channels, and provide comprehensive handovers between shifts
• Be aware of the potential impact of upcoming planned maintenance. To proactively monitor potentially affected systems while work is going on and report unforeseen symptoms to change implementers

• Proven experience of Broadcast (DTH, IPTV & VOD)
• Commercial experience in an IT service/ help desk role
• Experience of Platform systems & workflows
• Working knowledge of Databases, SQL, Unix or Linux
• Understanding of Networks
• Experience of Service Now products

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