Media Cloud Support Analyst x 4

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 Analyst 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. 1st Line Resolution: Providing effective first-line technical support and troubleshooting for client issues related to managed cloud media services, aiming for first-contact resolution where possible using SOPs. System Monitoring: Actively monitoring system alerts, dashboards, and performance indicators, responding appropriately to potential issues as per guidelines. Incident Management Process Adherence: Following the formal Incident Management process for logging, prioritizing, managing, and reporting on support incidents and service requests, ensuring adherence to SLAs. Escalation Management: Identifying issues requiring escalation and ensuring they are promptly and accurately escalated to the appropriate senior engineer or vendor, including all necessary diagnostic information. Client Communication: Keeping clients informed about the status and progress of their reported incidents in a clear, concise, and timely manner. Shift Coverage: Adhering reliably to the 24/7 shift schedule to ensure continuous operational support for critical client services. Procedure Adherence: Consistently following documented standard operating procedures (SOPs) for troubleshooting, support tasks, Incident Management, and escalations. Documentation Maintenance: Actively contributing to the accuracy, relevance, and completeness of technical support documentation, including knowledge base articles and standard operating procedures, by updating, reviewing, and identifying gaps. Planned Maintenance Support: Assisting with the preparation for and execution of scheduled maintenance activities according to defined procedures and change management processes, under supervision. Incident Response Contribution: Contributing effectively during major incidents as directed, potentially participating in technical bridges and assisting with post-incident follow-up actions and documentation. Training & Development: Actively participating in and completing assigned training modules and activities to develop the required technical skills and knowledge for the role and future progression. Team Collaboration: Working cooperatively with colleagues in the support and engineering teams to share information, resolve issues, and maintain a positive working environment. A structured training program designed to build your technical expertise in media cloud technologies and support processes. A clear career path with potential progression to a Media Cloud Support Engineer role. Exposure to cutting-edge cloud platforms and SaaS applications used by major media, broadcast, gaming, and luxury brands. A supportive and collaborative team environment. Hybrid working model (Office based in London/Home). Opportunity to gain valuable industry certifications (e.g., AWS Certified Cloud Practitioner, IBM Cloud Advocate) List of Accountabilities: Media Cloud Support Analyst How to apply: We would love to hear why you want to work for base and what you will bring to the table. You can upload a cover letter below and tell us a bit more about you, your interests, and your experience. If you are successfully short-listed for an interview, one of our team will be in touch to discuss the next steps. Please note - base cannot support sponsorship requests and all candidates must have the legal right to work in the UK. Base Media Cloud is an equal opportunities employer and does not discriminate on grounds of sex, sexual orientation, marital status, race, colour, ethnic origin, disability, age or political or religious belief in its recruitment or other employment policies.