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
✨Tip Number 1
Get your networking game on! Reach out to folks in the media and cloud tech space, especially those who work at Base Media Cloud. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Show off your passion for technology! When you get the chance to speak with recruiters or during interviews, share your enthusiasm for cloud services and how they impact the media industry. It’s all about making that connection!
✨Tip Number 3
Practice makes perfect! Brush up on your technical skills related to cloud platforms like AWS and GCP. You might even want to set up a small project to demonstrate your knowledge. It’ll give you something tangible to discuss during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Base Media Cloud.
We think you need these skills to ace Media Cloud Support Analyst x 4 in London
Some tips for your application 🫡
Show Your Passion for Technology:When writing your application, let us see your enthusiasm for technology and cloud services shine through. Share any relevant experiences or projects that highlight your interest in the media industry and cloud computing.
Tailor Your Application:Make sure to customise your application to match the job description. Highlight your customer service skills and any technical knowledge you have, especially related to cloud platforms like AWS or Google Cloud. This will show us you're a great fit for the role!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at BASE
✨Know Your Cloud Basics
Brush up on your knowledge of cloud computing concepts, especially AWS, IBM Cloud, and Google Cloud Platform. Being able to discuss these platforms confidently will show your passion for technology and readiness for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight your patience and empathy, as these traits are crucial for a Media Cloud Support Analyst who will be the first point of contact for clients.
✨Familiarise Yourself with Incident Management
Understand the basics of incident management processes and how they apply to technical support. Be ready to discuss how you would log, categorise, and prioritise incidents, as this is a key part of the job.
✨Demonstrate Your Eagerness to Learn
Express your enthusiasm for learning new technologies and processes. Mention any relevant training or courses you've taken, and be prepared to discuss how you plan to engage with the company's training programmes.
