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Support Analyst – USA

Imagen is a fast-growing company that helps sports and media organisations to manage and distribute their ever-growing video libraries, enabling fast, easy, secure and controlled access to content through a highly customisable content portal.

Role Dimensions:

Working as part of the Support Team the post holder will support external customers using the Imagen product range, supporting and assisting the evolution of the Imagen product and internal staff on all IT requirements.

The role requires the individual to have the willingness to want to aid in supporting all aspects of IT Service assisting other teams where required from helpdesk support through to deployments and implementation.

Key Responsibilities and Accountabilities:

* Provide support to all customers and clients alongside UK Support Analysts according to the timezone requirements.

* Work as part of the Support team as a point of contact to receive multi-channel communications from customers using the Imagen product range regarding product issues and queries.

* Work as part of the Support team as a point of contact to receive multi-channel communications from Imagen staff regarding IT related issues and queries.

* Aid in the growth of Imagen’s USA presence, ensuring that a professional approach is made when dealing with all customer requests.

* Take ownership of user incidents and requests and follow up the status of tickets on behalf of the user, communicating progress in a timely manner.

* Firstline and Secondline support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones, Laptops, PCs and Printers.

* Troubleshoot IT network and Infrastructure related issues.

* Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Provide statistics for the fortnightly Support Team meeting on call trends & update on outstanding support tickets.

* Monitor the status of customer Imagen systems, proactively taking necessary action to resolve incidents when required.

* Adhere to Service Level Agreements (SLA) and Key Performance Indicators (KPI) as instructed by the Support Manager.

* Contribute to the creation and update of polices, processes and procedures.

* Establish and maintain a positive working relationship with the business, customer contacts and 3rd parties.

 

Skills, Knowledge and Experience:

 As a highly motivated, self-starter, with a high level of customer service experience and experience working in an IT support environment, the following skills, knowledge and experience is required. Training will be provided where appropriate.

Essential:

* At least three years’ experience working in a customer facing service support role.

* Experience of PKI Certificates for TLS/HTTPS.

* Experience of managing cloud-based IaaS. i.e. MS Azure and AWS.

* Experience of fault finding and troubleshooting complex systems.

* Experience of Windows and Linux server administration.

* Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting including firewall configuration.

* Active Directory administration: Creating user accounts, reset passwords, create groups etc.

* Microsoft Office 365 administration of user accounts, product licences and Exchange Online.

* Ability to work on own initiative and as part of a team to make balanced decisions.

* Ability to support non-technical customers and explain complex technical concepts in simple terms.

* Willingness to travel to other sites when required.

* High degree of accuracy and attention to detail.

Desirable:

* Knowledge and experience of ITIL.

* Experience in Incident Trending and analysis.

* Any experience working on secure systems is advantageous.

* Experience supporting Windows 10 Pro, MAC OS and iOS.

 

Person Specification:

* Demonstrate initiative and high levels of energy.

* Ability to thrive in a fast-paced environment and meet aggressive deadlines.

* Excellent telephone manner and customer facing skills.

* Excellent communication skills with the ability to convey ideas and offer technical solutions.

* Capable of working well in a team environment with demonstrated cross-functional achievements.

* Excellent organisational skills with the ability to manage priorities and work to deadlines.

* Willing to contribute to the overall improvement and success of the business and working practices.

* A positive attitude, co-operative, willing to comply with company policies and procedures and work constructively with colleagues.

* Willing to commit to our core values.

 

Qualifications:

* Minimum High School Diploma/GED

* An ITIL qualification is preferable but not essential

 

What we offer

For more information and to apply, please email info@imagenevp.com.

Please note: We will only be accepting applications directly from candidates. No agencies please.

Technical Product Analyst – UK

We are looking for an ambitious Technical Product Specialist to join our rapidly expanding team. This is a customer facing role supporting the sales and business development teams in the delivery of a leading software product and professional services. You should have excellent communication and written skills. The ideal candidate will come from a customer facing background, with experience of demonstrating and presenting software products. You will be a clear, confident communicator with the ability to engage customers and display a real passion for delivering excellent results and customer satisfaction.

Experience:

  • You should be degree educated preferably in a technical discipline and have demonstrable commercial experience in a client facing role.
  • You should have experience of demonstrating and presenting software products to an audience of varying sizes
  • Demonstrable successful experience of putting together tender bids and customer proposal documents.
  • You should have experience of working within a team, prioritising tasks and working to tight deadlines.

Responsibilities:

  • Estimate the effort required to deliver tasks, relating to projects/presales. Take ownership of tasks, which have been assigned.
  • Execute the delivery of tasks within the budget allocation. Prioritising tasks effectively to ensure deadlines are met.
  • Support sales and marketing colleagues at sales meetings. Communicate technical information relating to the product accurately and effectively
  • Deliver effective customer training sessions within allocated budget and tailored to meet the customer requirements.
  • Produce high quality and accurate documentation; including but not limited to: training manuals, customer proposal documents and tender responses.
  • Use experience and knowledge of sales to promote product benefits to support the sales process and identify new opportunities.
  • Help build successful customer relationships
  • Work closely with sales team to deliver clear accurate bid and proposal responses on time

Skills:

The following list is not exhaustive, but considered indicative of skillset of the Product Specialist

  • Knowledge of DAM / MAM systems
  • Familiarity with Video, Image, Audio formats, types, properties and use
  • Knowledge of web design
  • Understanding of cloud services and architecture
  • Windows Administration
  • Linux Administration
  • MySQL and working with databases
  • CSS/HTML
  • PHP

For more information and to apply, please email info@imagenevp.com.

Please note – Agency submissions will not be accepted.

+ Support Analyst - USA

Support Analyst – USA

Imagen is a fast-growing company that helps sports and media organisations to manage and distribute their ever-growing video libraries, enabling fast, easy, secure and controlled access to content through a highly customisable content portal.

Role Dimensions:

Working as part of the Support Team the post holder will support external customers using the Imagen product range, supporting and assisting the evolution of the Imagen product and internal staff on all IT requirements.

The role requires the individual to have the willingness to want to aid in supporting all aspects of IT Service assisting other teams where required from helpdesk support through to deployments and implementation.

Key Responsibilities and Accountabilities:

* Provide support to all customers and clients alongside UK Support Analysts according to the timezone requirements.

* Work as part of the Support team as a point of contact to receive multi-channel communications from customers using the Imagen product range regarding product issues and queries.

* Work as part of the Support team as a point of contact to receive multi-channel communications from Imagen staff regarding IT related issues and queries.

* Aid in the growth of Imagen’s USA presence, ensuring that a professional approach is made when dealing with all customer requests.

* Take ownership of user incidents and requests and follow up the status of tickets on behalf of the user, communicating progress in a timely manner.

* Firstline and Secondline support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones, Laptops, PCs and Printers.

* Troubleshoot IT network and Infrastructure related issues.

* Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Provide statistics for the fortnightly Support Team meeting on call trends & update on outstanding support tickets.

* Monitor the status of customer Imagen systems, proactively taking necessary action to resolve incidents when required.

* Adhere to Service Level Agreements (SLA) and Key Performance Indicators (KPI) as instructed by the Support Manager.

* Contribute to the creation and update of polices, processes and procedures.

* Establish and maintain a positive working relationship with the business, customer contacts and 3rd parties.

 

Skills, Knowledge and Experience:

 As a highly motivated, self-starter, with a high level of customer service experience and experience working in an IT support environment, the following skills, knowledge and experience is required. Training will be provided where appropriate.

Essential:

* At least three years’ experience working in a customer facing service support role.

* Experience of PKI Certificates for TLS/HTTPS.

* Experience of managing cloud-based IaaS. i.e. MS Azure and AWS.

* Experience of fault finding and troubleshooting complex systems.

* Experience of Windows and Linux server administration.

* Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting including firewall configuration.

* Active Directory administration: Creating user accounts, reset passwords, create groups etc.

* Microsoft Office 365 administration of user accounts, product licences and Exchange Online.

* Ability to work on own initiative and as part of a team to make balanced decisions.

* Ability to support non-technical customers and explain complex technical concepts in simple terms.

* Willingness to travel to other sites when required.

* High degree of accuracy and attention to detail.

Desirable:

* Knowledge and experience of ITIL.

* Experience in Incident Trending and analysis.

* Any experience working on secure systems is advantageous.

* Experience supporting Windows 10 Pro, MAC OS and iOS.

 

Person Specification:

* Demonstrate initiative and high levels of energy.

* Ability to thrive in a fast-paced environment and meet aggressive deadlines.

* Excellent telephone manner and customer facing skills.

* Excellent communication skills with the ability to convey ideas and offer technical solutions.

* Capable of working well in a team environment with demonstrated cross-functional achievements.

* Excellent organisational skills with the ability to manage priorities and work to deadlines.

* Willing to contribute to the overall improvement and success of the business and working practices.

* A positive attitude, co-operative, willing to comply with company policies and procedures and work constructively with colleagues.

* Willing to commit to our core values.

 

Qualifications:

* Minimum High School Diploma/GED

* An ITIL qualification is preferable but not essential

 

What we offer

For more information and to apply, please email info@imagenevp.com.

Please note: We will only be accepting applications directly from candidates. No agencies please.

+ Technical Product Analyst - UK

Technical Product Analyst – UK

We are looking for an ambitious Technical Product Specialist to join our rapidly expanding team. This is a customer facing role supporting the sales and business development teams in the delivery of a leading software product and professional services. You should have excellent communication and written skills. The ideal candidate will come from a customer facing background, with experience of demonstrating and presenting software products. You will be a clear, confident communicator with the ability to engage customers and display a real passion for delivering excellent results and customer satisfaction.

Experience:

  • You should be degree educated preferably in a technical discipline and have demonstrable commercial experience in a client facing role.
  • You should have experience of demonstrating and presenting software products to an audience of varying sizes
  • Demonstrable successful experience of putting together tender bids and customer proposal documents.
  • You should have experience of working within a team, prioritising tasks and working to tight deadlines.

Responsibilities:

  • Estimate the effort required to deliver tasks, relating to projects/presales. Take ownership of tasks, which have been assigned.
  • Execute the delivery of tasks within the budget allocation. Prioritising tasks effectively to ensure deadlines are met.
  • Support sales and marketing colleagues at sales meetings. Communicate technical information relating to the product accurately and effectively
  • Deliver effective customer training sessions within allocated budget and tailored to meet the customer requirements.
  • Produce high quality and accurate documentation; including but not limited to: training manuals, customer proposal documents and tender responses.
  • Use experience and knowledge of sales to promote product benefits to support the sales process and identify new opportunities.
  • Help build successful customer relationships
  • Work closely with sales team to deliver clear accurate bid and proposal responses on time

Skills:

The following list is not exhaustive, but considered indicative of skillset of the Product Specialist

  • Knowledge of DAM / MAM systems
  • Familiarity with Video, Image, Audio formats, types, properties and use
  • Knowledge of web design
  • Understanding of cloud services and architecture
  • Windows Administration
  • Linux Administration
  • MySQL and working with databases
  • CSS/HTML
  • PHP

For more information and to apply, please email info@imagenevp.com.

Please note – Agency submissions will not be accepted.