About the role: 

• Become a Subject Matter Expert (SME) for users of the VSI Media Asset Management (MAM) system.
• Contribute to the continuous improvement of service delivery best practices, ensuring support processes meet the evolving needs of users and clients across the group.
• Troubleshoot and resolve technical issues for end users in a timely and professional manner.
• Deliver high-quality Tier 1 support while acting as an escalation point for Tier 2 and Tier 3 support teams when required.
• Support the onboarding and training of new users, and guide existing users through updated workflows, system changes, and new processes.
• Manage and resolve help desk tickets in accordance with agreed service standards and SLAs.
• Accurately document incidents, service requests, resolutions, and problem-management activities in line with internal procedures and SLA requirements.
• Maintain and regularly review process documentation, knowledge base articles, and support records to ensure information remains current and effective.
• Record, investigate, coordinate, communicate, and resolve service incidents in accordance with agreed protocols and escalation procedures.
• Deliver an excellent customer support experience by promoting best practices in technical support and collaborating effectively with colleagues across teams.
• Maintain strict confidentiality and ensure compliance with VSI security policies, processes, and procedures relating to systems and network infrastructure.
• Provide after-hours and on-call support as required.

Essential Skills and Experience:

• Relevant industry experience supporting Media Asset Management (MAM) and workflow automation systems.
• Practical experience with both Windows and macOS operating systems, along with an understanding of cloud-based environments within the media industry.
• Experience working with help desk or IT service management ticketing systems.
• Strong analytical and problem-solving skills, with the ability to interpret technical documentation and identify critical information quickly.
• Excellent written and verbal English communication skills, with the confidence to work professionally with a wide range of internal and external stakeholders.
• Strong organisational skills, a proactive approach to work, and exceptional attention to detail.
• Ability to manage multiple tasks and priorities effectively while meeting deadlines and maintaining accountability for results.
• A collaborative mindset and an interest in supporting a diverse, global user base.
• A genuine interest in technology and a willingness to learn and adapt in a fast-paced environment.

Desirable Experience

• Experience supporting media localisation or broadcast workflows
• Familiarity with MAM platforms and transcoding workflows
• Exposure to AWS or cloud-based media infrastructure

Why join VSI? 

At VSI, you’ll be part of a passionate and highly driven team that’s helping entertainment travel the world. This is your chance to work on iconic global content, develop deep client partnerships, and make your mark in a creative, collaborative, and fast-moving environment.

We offer the scope to grow your career while being supported by some of the best talent in the localisation industry.

How to Apply

If you are interested in the role, please send your up-to-date CV via email with the reference number BR5537 in the subject line.

Due to the high number of applications for the position, we regret that we will only be able to respond to successful applicants.