1st Line Television Broadcast Support Engineer Full Time

New Cross, Dyfed
SKY
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.

What you’ll do

• Minimise downtime to Sky’s customers, Wholesale Partners and 3rd Party Content Providers by becoming operationally capable in the areas of the Platform your site is responsible for.
• Develop an understanding of available monitoring tools and use them to quickly and accurately diagnose impact to the live platform.
• Prioritise & deal with incidents in a timely and professional manner: by implementing known fix to appropriate support dept. Develop knowledge of and adhere to correct escalation and notification procedures.
• Retain ownership of escalated issues so that accurate updates and resolution details can be logged and passed on to the business.
• Analyse incidents to better understand their cause.
• Provide a comprehensive handover between shifts.
• Ensure all housekeeping duties are performed. Such duties include the management of the Platform Control email Inbox, MS Teams channels, Spark queues, Training Plans, Process documentation.
• 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.

What you’ll bring

• Experience of Broadcast (DTH, IPTV & VOD)
• Previous 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

Please note this role operates under a 5-5-4 shift pattern (5 days on, 5 days off, 5 nights on 5 nights off, 4 days on, 4 days off, repeat). This is an on-site role.

Team overview

Content Technology and Innovation

Our Content Technology and Innovation team delivers high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content.

The rewards

There’s one thing people can’t stop talking about when it comes to : the perks. Here’s a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you’ll work

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Your office space

Osterley

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There are also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon.

We’d love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next.

But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe