One of the world’s leading architects of cutting edge digital content creation, production support and post production workflow automation is seeking a talented Senior Systems Engineer to work in one of the world’s largest, most creative and respected advertising agencies.
As a Senior Systems Engineer you will be part of the centralized support and administration team of workflow, server infrastructure and cloud services.
You will need strong technical and interpersonal skills and work with a highly talented team as well as being the escalation point for the first line client support helpdesk teams providing systems administration and engineering assistance to maintain the server environments. You will work with a team dedicated to providing a unique mixture of solutions oriented technical support and customer service, resulting in maximum customer satisfaction.
You will be responsible for the oversight of the system admin team and should want career growth in developing, leading and mentoring others.
Deliver engineering support and systems maintenance in line with good practice processes, customer expectations and customer contract service level agreements.
Work as an integral member of the engineering team to support the operation, troubleshooting, installation or maintenance of the clients servers, editing systems; ingest, media management, playout, workflow, back up systems and network infrastructure.
Help architect and implement video production workflows where necessary to optimize and/or meet the clients business requirements.
Consult and help implement new video services and/or products in furthering the evolution of the streaming ecosystem with a focus on scalability and high availability.
Configure, develop, test and implement appropriate software and hardware to optimize and/or meet the clients business requirements.
Help define video requirements with best practices in mind.
Cultivate relationships with current and existing vendors/partners to improve video quality of service and experience
Responsible for implementing, management and support of system monitoring services across our client environments. This includes ensuring all sites are properly monitored and tier 1 support have access.
To proactively monitor and report on the health of our clients’ technical environment including the network LAN / WAN; cloud services; storage usage levels, production systems and SAN hardware to ensure good day to day management of the systems and to help identify and rectify issues before they impact the user environment.
Provide diagnostics, fixes and patching remotely, over the telephone, through our helpdesk systems or on-site to optimize the configuration and performance of the networks and systems.
Consult and collaborate with the help desk team, which you will be part of to provide efficient technical issue resolution, where necessary escalating issues to other internal teams in accordance with the escalation process.
Responsible for tracking, communication and resolution of engineering support issues in the Support Ticketing System.
Follow internal procedures to document technical environments, procedures and good practice protocols for our customers, updating documentation to reflect any changes.
Provide support to the team deploying on-site customer solutions, demo / trial setup, operation and product testing.
Update software / hardware assets on client database and tracking systems.
Maintain documentation of hardware maintenance, configuration, failures, removal, and installation.
Conduct daily inspections of the video infrastructure.
Assist in RMA process for customers’ equipment.
Provide customer feedback to the Head of Engineering.
Be part of the team’s support rota to provide 7 day, 9am 6pm support coverage 365 days a year.
Provide out of hours support via mobile phone on a rota basis.
Responsible for team member appraisals in conjunction with the Head of Engineering
Key Role Deliverables
To provide first line application and technical support to the video environment and its Adobe Premiere Pro and motion graphics workflows to ensure the facility is maximising its capability and ensuring that issues are resolved to enable users to hit their production deadlines.
To implement local support processes and service level agreement as agreed by the central team Support Manager for delivering a high quality proactive support service with effective communication lines with users, central escalated support team and Client’s operational team.
To lead and deliver assigned projects by set deadlines and when applicable utilize both local and centralized resources for tracking and reporting of progress into the firms project management system.
Look for continual improvement and efficiency in the utilization of technology, workflows and associated processes.
Help identify innovation opportunities for the client to deliver benefits back to the business and its users.
To provide timely and regular communication with the central team to ensure that the firm is working as one team for delivering support and projects to our clients.
To manage technical, licensing and workflow information for the facility and to ensure this is kept up to date and available to the wider team and to the Client’s operational team
To oversee, document delivery knowledge transfer to Client’s in-house team and to promote good practices by helping users to become self-reliant in key technology and processes, helping them transition to new ways of working.
With cross functional teams plan, implement and support the piloting and testing of new technology, creative platforms and workflows in the facility e.g. Adobe Premiere Pro, and to ensure knowledge is captured to support any wider roll-out to the client’s other facilities
To consistently utilize the firm’s systems and resources to proactively look at ways to improve service and operations.
Skills & Experience
A minimum of 5 years of experience supporting a multi platform infrastructure environment. Windows Server, Mac Server, Linux, Etc
Have proficient knowledge in video technical infrastructure and operations, incorporating the following hardware and all associated software:
Near Line Editing Systems
Shared storage systems
Backup services and procedures
Switches, hubs, cabling plant and other network equipment.
Routers, firewalls and communications links
Solid experience in Production and Post Production Workflows
Digital desktop editing packages specifically Adobe Creative Apps
Ability to troubleshoot IT related problems and provide solutions
Experience with process mapping
A person who enjoys an upbeat and creative environment in a large multinational company.
A person who would enjoy some domestic and or international travel if given the opportunity in the future.
Contact and Officer in Charge of this Completed Executive Search
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