At a Glance
- Tasks: Provide 1st line technical support for cloud media services and troubleshoot issues.
- Company: Join a leading cloud media company with a focus on innovation.
- Benefits: Work from home, competitive salary, and opportunities for professional growth.
- Other info: Engage in continuous learning and enjoy a supportive team environment.
- Why this job: Kickstart your tech career in the booming cloud media industry.
- Qualifications: Passion for technology and strong communication skills required.
The predicted salary is between 25000 - 32000 £ per year.
Reports to: Senior Engineer Platform and Support
Direct reports: N/A
Contract: Permanent, Full-Time
Shift pattern: 7-day fortnight (24/7 Operation) 7am to 7pm x 2, 7pm to 7am x 2
Location: Work from home with a requirement to be in the office once a month in London.
Base Media Cloud is seeking four motivated and customer-focused Media Cloud Support Analysts to join our dedicated team supporting critical cloud media operations. This entry-level role is perfect for an individual passionate about technology and eager to build a career in the rapidly growing field of cloud services for the media, broadcast, publishing, post-production, gaming, and luxury brand industries.
You will be the first point of contact for technical support requests, ensuring the smooth operation of services built on platforms like AWS, IBM Cloud, and Google Cloud Platform and playing a key role in our Incident Management process. This position emphasises learning and development, including active participation in documentation upkeep and planned maintenance, offering a clear pathway for career progression towards a Media Cloud Support Engineer role through structured training and hands-on experience.
Job Summary
- Provide timely and professional 1st line technical support to clients via ticketing system and email addressing issues related to cloud media services.
- Monitor cloud infrastructure health, performance dashboards, and alerting systems to proactively identify potential issues.
- Actively participate in the Incident Management process by accurately logging, categorizing, prioritizing, and managing support incidents and service requests according to defined procedures and Service Level Agreements (SLAs).
- Troubleshoot basic technical issues related to cloud storage (S3), file transfer (Aspera, Signiant etc.), Media Asset Management (MAM), and related SaaS applications, following documented standard operating procedures (SOPs) within defined timeframes.
- Escalate complex technical issues promptly and clearly to 2nd line support (Media Cloud Support Engineers) or vendor support teams, providing detailed diagnostic information.
- Participate in incident response activities as required, potentially joining technical bridge calls and contributing to post-incident reviews to help identify root causes and preventative actions.
- Communicate effectively with clients, providing regular updates on incident status and resolution progress.
- Assist senior engineers with basic system administration tasks, checks, and support the execution of planned maintenance activities under supervision, adhering to change control processes.
- Contribute actively to the upkeep of technical documentation, including maintaining and updating internal knowledge base articles, reviewing existing documentation for accuracy, and identifying areas for improvement.
- Participate actively in the 24/7 shift rota to ensure continuous operational support coverage.
- Engage fully with company-provided training programs to develop skills in cloud platforms (AWS, IBM Cloud, GCP), media technologies, Incident Management, and support best practices.
- Collaborate effectively with team members across support, engineering, and customer success departments.
Essential Skills & Attributes
- A strong interest in technology, particularly cloud computing and the media industry.
- Excellent communication skills, both written and verbal, with a clear and professional manner.
- Customer service-oriented mindset with patience and empathy.
- Good analytical and problem-solving abilities.
- Ability to follow instructions and documented procedures accurately.
- Detail-oriented approach to logging information and tracking issues.
- Ability to work effectively both independently and as part of a collaborative team.
- Reliability and commitment to working a 24/7 shift pattern, including nights, weekends, and holidays.
- Eagerness and aptitude to learn new technologies and processes quickly.
- Basic understanding of IT concepts (e.g., operating systems, networking fundamentals).
Desirable Skills (Advantageous but not essential)
- Previous experience in a customer support, helpdesk, or technical support role.
- Basic familiarity with Linux command line.
- Awareness of cloud computing concepts (AWS, GCP, Azure, IBM Cloud).
- Familiarity with ticketing systems (e.g., JIRA Service Desk, Zendesk, ServiceNow).
- Exposure to or interest in media technologies (file transfer, MAM, transcoding).
- Understanding of ITIL concepts (Incident Management) is beneficial.
Media Cloud Support Analyst x 4 in London employer: BASE
Base Media Cloud is an exceptional employer that prioritises employee growth and development, offering a clear pathway for career progression in the dynamic field of cloud services. With a supportive work culture that encourages learning through structured training and hands-on experience, employees enjoy the flexibility of working from home while also benefiting from regular team engagement in London. The company fosters a collaborative environment where individuals can thrive, making it an ideal place for those passionate about technology and eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Media Cloud Support Analyst x 4 in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like BASE value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like BASE a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with BASE!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like BASE.
We think you need these skills to ace Media Cloud Support Analyst x 4 in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for BASE!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at BASE
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
