Senior Support Engineer
Reporting to: Global Support Manager
Direct/Indirect Reports: Yes – Supervisory, day to day
Based: Mumbai Office
Mirriad creates contextually relevant advertising opportunities within existing video content across multiple shows. Advertisers can reach target audiences within the content they have chosen to watch without interrupting their viewing experience.
Mirriad is headquartered in London and has deals with major content producers and works with top video platforms and broadcasters in the world’s largest advertising markets by spend.
Purpose of Role:
Our Mumbai-based technical support function is a key hub for the effective support of our day-to-day trading and the ongoing growth of the Mirriad business.
With a clear focus on providing end user support excellence, you will be part of a team providing shift based, 24/7 technology support to globally based Mirriad colleagues.
The Senior IT Support Engineer serves as a technical expert around system administration for infrastructure and operating systems and their time will be spent on both BAU and project work. They will assist in the management of all facets of technology infrastructure, both cloud and on-premise. In addition, they will be required to build a comprehensive knowledge and understanding of the proprietary technology in use across the Mirriad platform.
Main Responsibilities:
- Support of our internal and partner user base as they use Mirriad’s proprietary technology with a combination of internal and off the shelf applications
- Be a trusted and reliable member of a 24/7 shift-based, on-call support team that is required to support Mirriad’s global operations
- Work with London based infrastructure engineering colleagues to monitor and maintain the existing infrastructure which supports all Mirriad technology operations
- Participation in technology projects with a specific focus on ensuring successful end user understanding and adoption
- Ensures that disciplined ticket management and issue ownership is always maintained with mandatory end user updates and exceptional support standards
- Helps maintain a robust network technology architecture with a particular focus on cloud services including Azure and AWS
- Ensures documentation of all processes is disciplined and current and architecture diagrams of the technology infrastructure stack are maintained
- Assists in the installation and configuration of new software and hardware, including the server network, devices and firewalls
- Monitoring system performance, system operations, and storage utilisation, and effectively manages alerts and subsequent resolution activities
- Assists in the forward planning for necessary hardware or software upgrades to support system growth
- Supervision of IT Support Engineers based in Mumbai
Experience and Knowledge:
- Can demonstrate previous experience of supervising system support administrators
- Knowledge of working in a creative video production environment providing IT support for tools such as AutoDesk, Shotgrid, Maya, Adobe Creative Cloud and Nuke would be highly desirable
- Strong experiencing of Jira Service Management including JSM Configuration and Asset Management.
- Understanding of IT solutions and technology as applied to rich media environments as well as business process management.
- Experience of supporting Cloud environments, with Azure knowledge ideal
- CISCO Meraki, Microsoft Office 365/Windows, Active Directory, Sophos, Intune
- ITIL - can demonstrate a track record of adopting service management concepts
- Cyber Security Protocols
- Networking - Configuration, Asset Maintenance and Monitoring
- Prior experience of delivering solution diagrams to senior business and technical stakeholders
- Has an understanding and appreciation of service management frameworks and concepts (change, incident, and problem management).
The ideal candidate will have experience of working in international teams that are supporting platforms within the media/technology sector. A human-centric approach to service delivery for an optimal end user experience is essential.
The ideal candidate must be able to communicate effectively in written and spoken business English, have experience working for a multi-cultural organisation, and be confident working autonomously.
You will have a thoughtful and respectful collaborative approach and will work closely with the Global Support Manager and the Technology leadership team to embed industry support best practice.
Critically, you will be required to attain a comprehensive knowledge and understanding of the proprietary technology in use across the Mirriad platform to be able to provide a sufficient level of infrastructure and business support that does not require escalation to achieve a resolution.
Skills and attributes:
- Strong and effective interpersonal skills. A true team player
- Able to work in 24/7 shifts to support different locations and time zones (no weekends)
- Ability to effectively articulate issues and resolutions to all stakeholders and technical concepts to non-technical peers
- A strong multi-cultural customer focus to ensure internal stakeholders expectations across all locations are met on a consistent basis
- Self-starter, energetic and resilient with an enthusiasm and determination to achieve positive outcomes
Education & Desired Qualifications:
- Diploma or Education/Certification in Computer Science