Broadcasting Center Europe (BCE) is a European leader in media services, system integration and software development in the areas of television, radio, production and postproduction, telecommunication and IT.
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With its extensive experience on the media market, our team provides high-quality services and will always find the solution that matches your project and budget.
With more than 200 highly qualified and motivated people, BCE serves about 400 clients in various sectors, such as TV channels, radio stations, film distributors, producers, advertising companies, telecommunications operators and public services.
BCE is part of RTL Group, leader across broadcast, content and digital.
Your Responsibilities Act as the first point of contact for customers regarding Media Services and related platforms.
Receive, log, qualify, document, and manage customer requests and incidents through the ticketing system.
Perform standardised customer support tasks in line with defined processes and procedures.
Perform initial troubleshooting and triage (including basic log checks, monitoring dashboard review, verification of system status, and validation of user access and permissions).
Perform Identity and Access Management (IAM) tasks (including account creation, modification, and deactivation; role and permission assignments; and access validation).
Coordinate customer requests and incidents with media operations teams, system maintainers, and product owners.
Provide clear, complete, and structured information when escalating issues to technical teams.
Follow up on requests and incidents to ensure continuity, traceability, SLA compliance, and timely resolution.
Proactively highlight blockers, risks, or recurring issues to Service Delivery Managers.
Maintain accurate and high-quality ticket documentation used for operational reporting and service measurement.
Monitor systems and live services using shared monitoring tools and dashboards, and proactively raise incidents when anomalies are detected.
Communicate clearly and professionally with customers and internal stakeholders throughout the request and incident lifecycle.
Contribute to knowledge base content, standardised procedures, and continuous improvement initiatives.
Your Profile 1–3 years of experience in customer support, service desk, operations support, or managed services within a technical environment (media, broadcast, IT, telecom, cloud, or platform-based services).
Solid baseline understanding of technology (systems, applications, platforms, workflows, networks), enabling you to quickly grasp technical concepts, analyze issues, and contribute to root cause analysis in coordination with technical teams.
Good understanding of IT fundamentals (including applications and platforms, basic networking concepts, and system monitoring principles) .
General understanding of Media environments (including basic knowledge of streaming and live services, awareness of VOD and OTT service models, and high-level understanding of media delivery chains) is a plus.
Comfortable working with ticketing systems, structured processes, escalation workflows, and monitoring tools. xniyctf
Familiarity with ITIL practices, especially incident management, request fulfilment, escalation, and service level concepts, is a plus.
Able to interpret technical information, logs, or system behaviors sufficiently to qualify issues and provide meaningful context to 2nd