Provide first-line support for client issues via the Service Desk, including prompt triage and investigation.

Take ownership of major incidents, coordinating with internal teams to drive rapid resolution.

Build expertise on their video streaming platform, becoming a go-to resource for clients and colleagues.

Maintain and update a knowledge base to help with self-service and internal training.

Support onboarding of new team members, sharing your knowledge of our systems and processes.

Suggest and implement improvements to enhance support processes and client experience.

A degree in a relevant field, ideally with a placement year, or 1–2 years’ experience in a technical support/service desk role.

Familiarity with Jira Service Management or similar tools (e.g. Zendesk, Freshdesk, ServiceNow).

Strong analytical and problem-solving skills, with the ability to ask the right questions and diagnose issues efficiently.

Excellent communication skills in English, both written and verbal.

Comfortable working in a dynamic, fast-paced environment as part of a small, collaborative team.

Organised, methodical, and able to manage your time effectively.

Proficient with common business software (Microsoft 365/Office, Google Docs).

Experience in SaaS or cloud-based environments, especially with multi-tenant systems.

An interest in or knowledge of video streaming technology, digital broadcast, or related areas (e.g. video encoding, metadata management, CDNs).

Office location: Central London (with future shift work as the team grows to provide 24/7 support).

Participation in an on-call rota (one week in four initially).