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Technical Services Engineer

Posted on Oct 1, 2019 by CV-Library

London, United Kingdom
Wholesale Trade
Immediate Start
£55k - £65k Annual
Full-Time
Technical Services Engineer (some weekend working required)

GLOBAL OPERATIONS | LONDON, UK

Our client powers the evolution of TV brand advertising. They provide marketers, agencies, operators, and media owners with data-driven solutions for buying and selling TV advertising. By connecting brands with opportunities across national inventory sources—cable, broadcast, and digital media—their technology improves efficiencies and boosts the results of linear, addressable, and cross-screen campaigns.

Right now they are looking for an exceptional Technical Services Engineer to join their Global Operations Team to help them provide support for their international clients.

About You:

• In this kind of role, you understand that a sense of urgency is key

• You are a multi-tasker who can manage multiple customer projects simultaneously

• You have a keen sense and easily assess and prioritise customer requests and projects

• You are always looking for ways to improve processes and procedures to maintain and improve customer satisfaction

• You love learning about new businesses and products and take accountability for continued self-learning

• You possess excellent communication, both verbal and written along with strong problem solving skills

What you will do:

• Develop and maintain an in-depth knowledge regarding the capabilities of company products and services

• Building relationship with customers

• Assist with the technical deployment of the company's enterprise software including planning, installation, configuration, testing, training, tracking and documentation

• Support customers with questions pertaining to company products

• Engage with company partner teams to ensure and verify that campaign launches are successful

• Proactively monitor production systems, and document trends and escalate issues

• Provide customers with ongoing configuration support and troubleshoot technical issues, from simple campaign entry errors to lower level system diagnostics

• Act as point of contact for production support

• Work closely with technical team members to determine custom product configuration or integration solutions

• Constantly look for ways to improve existing process and procedures with the goal of meeting SLA and maintaining customer satisfaction

• Develop custom shell scripts, SQL queries and other tools as required for troubleshooting and/or deployment

• Document and communicate clear resolutions and requirements

• Participate in a 24x7 weekly on-call rotation as required

Your Background:

• 5+ years technical support experience in customer facing role or professional services experience in Media industry

• Extensive experience working with Linux operating systems and Java based applications

• Experience with scripting languages (e.g. Linux shell script or Perl)

• Ability to work with cross-functional teams to drive issues/resolution towards resolution

• Experience with trouble ticketing procedures and software tools

• Demonstrated ability to maintain high service quality in keeping with service level agreements (SLAs), as measured through “time-to-respond,” “resolution time”, “root cause analyses”, and “irrevocable corrective actions”

• Excellent problem solving skills

• Excellent interpersonal and communication skills

• Strong writing skills in order to document solutions for customers

Extra Credit if you have:

• Comprehensive understanding of the online media marketplace

• Experience in one of the following areas is a plus:

o Working with cable TV/IPTV related technologies

o Working with digital ad servers and third-party creative tags (DFA, DFP, Atlas, etc.)

o Direct experience using video ad serving platforms (Freewheel, Auditude, YuMe, Adap.tv, etc.)

o Use of online ad-serving platforms and formats (DoubleClickX2JDart, Atlas, GAS, rich media, video, etc.)

o Working with big data products such as Hadoop, Hive, etc

Reference: 210912474

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