Cloud VM Support Technician

West London
Job type
Start date
Working days
Monday - Friday
Job details

Job Purpose
This role sits within a managed service we provide to one of our clients.
This is a technical support position with operational elements, where you are required to work by yourself and as part of a team delivering remote edit suite services - via a data centre - to major production companies and broadcast clients around the world. Responsibilities include setup, maintenance and user support at base and operational and maintenance duties at our Data Centre location. The position involves:
• Building and managing configuring Remote Kits to send out to editors and other end users • Monitoring and optimising the performance of our data centre setups, including non-linear edit suites (Avid, Adobe), VMs and file server facilities • Providing first line remote system support to end users in a timely manner • Setting up and onboarding users in Active Directory, 2FA, Teradici and other server applications • Guiding end users and operators and production staff through operational scenarios • Completing routine maintenance and regular system checks of our supported systems • Answering technical support calls and tickets that may come in throughout the day • Evaluating new software and hardware • Creating and documenting workflows, troubleshooting steps and guidance documentation for internal use Key Accountabilities
• To configure and despatch remote kits to end users
• To support and onboard end users’ remote workflows
• To assist in the preparation of equipment and planning of projects
• General maintenance and identification of faults with equipment • To set up and assist in Project Onboarding and identifying resource availability • To provide remote support online and by telephone to our systems

Required Knowledge, Experience and Skills
• Experience with building and maintaining computer systems
• In-depth knowledge of Windows, macOS and iOS operating systems
• Knowledge of networking principals, (Routing, Switching, the OSI model etc.)
• Knowledge of Active Directory, DNS, Teradici and Virtual Machine Environments
• Knowledge of Dell Switches
• Technical reporting and drawing skills
• Good Communication skills on the telephone and via email
• Good knowledge of Microsoft Office suite – particularly Excel
• In-depth knowledge of macOS and Linux operating systems
• Knowledge of NLEs (Avid, Premiere etc.)
• Familiarity with cloud computing and virtual machines
• Experience of shared storage systems and media asset management
• Firewall and Switch configuration skills
• Nutanix/VM environment experience
Due to the nature of the position there will, at times, be the necessity for being on-call out of hours and at weekends, so in addition to the above, the ability to be totally flexible is a key requisite of this role.
The following leadership competencies (behaviours and characteristics) have been identified as key to success in the job. Successful candidates are expected to demonstrate these competencies.
Analytical thinking
Able to simplify complex problems, process projects into component parts, explore and evaluate them systematically. Able to identify causal relationships and construct frameworks, for problem solving and/or development
Decision making
Is ready and able to take the initiative, originate action and be responsible for the consequences of the decisions made
Planning and organising
Is able to think ahead in order to establish an effective and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources requirements
Adapts and works effectively with a variety of situations, individuals or groups. Is able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements

Alan Hatvany
Job reference

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