Hybrid IT Support & Digital Video AND Online Video Support Specialist OVPGroovy Gecko Limited • London, England, United Kingdom
Hybrid IT Support & Digital Video AND Online Video Support Specialist OVP
Groovy Gecko Limited
- London, England, United Kingdom
- London, England, United Kingdom
About
*(Full Time, Fixed Contract = Maternity Cover) *
*THIS IS A GENUINE POSITION AND NOT A CV PHISHING ACTIVITY*
* _Maternity cover from approx. 12th Jan to 16th Dec. 2026 TBD._
*ABOUT US*
Groovy Gecko (London), is a leading provider of online video technology and live event solutions. We are one of the pioneers and award-winning suppliers of live and on-demand streaming media services in the UK working with 350 clients around the world. Clients include Netflix, Lego, Boots, Samsung, Selfridges, Disney, Facebook, Astra Zeneca, Barclays, Amnesty International, KPMG, Amazon, Nike, AKQA, GHD, Twitch, ARUP, Kaplan, O2, UK Parliament, Channel 4, BUPA, Microsoft, YouTube and Warner Brothers.
Groovy Gecko is an equal opportunities employer. Our corporate and personal values include being fair, honest, open, professional, and reliable. After 25 years, Groovy Gecko are still at the forefront of innovation in the online video space.
We have a great office and production studio in Hoxton, London. The role has split requirements and is hybrid with approx. 3-4 days a week in the office. Our dynamic team are all professional but relaxed, in line with our company culture. We hope you will enjoy our group company outings.
*ABOUT THE ROLE*
We are looking for a versatile IT Support & Digital Video Platform Support Analyst to provide internal IT support and customer-facing platform support for our online video services, including Kaltura OVP based solutions and our proprietary SaaS platforms.
This role is ideal for candidates with an IT support background who have also supported web-based media, MAM, DAM, OVP, OTT, digital learning, or enterprise video platforms . It is _not_ a live production, editing, or encoding role. Instead, it combines application support, troubleshooting digital video workflows, and providing excellent customer service while maintaining smooth internal IT operations.
Working from offices near Old Street, you will help support internal and external customers and the key account management Team in developing long-lasting client success strategies through exceptional support, technical solutions, demonstrating new features and driving adoption of new technologies. You will assist in on-boarding new clients and employees.
You will use your great interpersonal skills to triage internal and external service requests as you prioritise, allocate and monitor resources.
You will enhance your client relationships by responding to inbound support requests and ensuring that our 2nd line experts meet their SLA’s.
*Candidates should have three years’ experience in service desk, technical customer service or support and/or technical account management with some experience in online video platforms such as OTT, OVP or Enterprise Video.*
You will be looking to develop your career with new challenges by joining a growing agency leading its field, whilst being a key member of a dynamic and committed team. The role will offer an opportunity to gain further hands-on experience with Live Webcasting and exposure to live production, satellite, bonded cellular and broadcast technologies. You will manage key technical Account Management relationships with colleagues and attend in-person and remote meetings with clients.
Salary for the role is competitive depending on experience *plus overtime on specific projects, phone subsidy, company activities and flexible working*.
_Whilst this is a relatively short and fixed term contract, we would like to support you in your career. What and how you commit to the company will be reciprocated._
_*This role’s responsibilities include:*_
*Internal IT Support – ~50%*
* Provide day-to-day support for Windows 10/11 devices, laptops, peripherals, and user accounts. Some Mac support.
* Manage user onboarding/offboarding, Microsoft 365 account setup, licence allocation, MFA, Teams configuration.
* M365 desktop application support.
* Windows AD, Azure and basic server admin and support.
* Troubleshoot connectivity issues: Wi-Fi, VPN, DNS, firewall rules, remote access.
* Support internal SaaS tools and assist with incident resolution across multiple teams.
* Maintain asset inventory and ensure IT systems adhere to internal security standards.
* Handle general service desk/ticketing requests and escalate when necessary. Currently Jira.
* Assist with small infrastructure tasks (patching, routine updates, endpoint security, device configuration).
*Online Video Platform (Kaltura / OVP) and other video-related SaaS Support – ~50%*
* Provide first and second-line support for customers using Kaltura and related online video platforms.
* Troubleshoot issues related to video playback, uploads, transcoding delays, permissions, and metadata.
* Assist customers with channels, categories, publishing workflows, captions/transcripts, and player configuration.
* Investigate browser-related issues (cache, cookies, extensions, device support).
* Support embed code troubleshooting and basic HTML/iframe diagnostics.
* Liaise with Kaltura Support and internal product teams to escalate platform issues.
* Maintain customer-facing documentation, onboarding guides, and platform FAQs.
* Assist with testing and validating updates to our own SaaS products (Ecko Enterprise and related modules).
*GENERAL*
- Using good interpersonal skills to balance and prioritise internal and external client requests. Specifically, between the Project Managers and Development team and clients and internal teams.
- Some light administration for a few off-shore developers.
- To carry out technical pre-sales visits and presentations and help clients define their requirements.
- Shaping our feature sets and future by engaging with the development team on implementation of new functionality for clients and adding to the Jira backlog.
- Assisting with on-boarding new SaaS clients and establishing new relationships and partnerships to ensure their success.
- Training members of staff and ensure staff attend monthly IT Security training,
- Compiling reports and recommendations for senior management.
- Providing some out of hours support.
- Conducting activities, such as a small company may require, for which there are no defined roles.
- Plan and run DR/BC exercises with training
- Assist with ISO27001 audits and planning.
_*Key Skills & Knowledge:*_
· Ability to apply in-depth application knowledge to trouble-shooting and identify opportunities.
· Capable of designing and delivering presentations both face to face and remotely.
· Ability to understand and translate requests from clients into technical requirements.
· Ability to prioritise clients’ requests.
· Great verbal and written communication skills with internal and external stakeholders.
· Be a critical thinker with excellent customer service skills including a high level of empathy.
· Must be super organized, proactive and capable of working effectively either alone or as part of a small team.
· Ability to understand and meet SLA’s.
. Customer-focused communication skills—comfortable explaining technical topics clearly.
. Enjoys a dual role balancing IT troubleshooting with platform support.
*Essential Experience*
* Experience in IT Support (desktop, server, cloud), Application Support, Digital Media Support, or Learning Technology Support.
* Confident troubleshooting Windows devices, common SaaS applications, and user account issues.
* Experience supporting web-based platforms (e.g., Kaltura, Ecko Enterprise, Panopto, Mediasite, Brightcove, Vimeo Enterprise, LMS/VLE systems, or similar).
* Strong troubleshooting mindset, able to diagnose whether issues are device, network, browser, or platform-related.
*Preferred Experience:*
· At least three years’ experience in a similar role. For example, in service desk, technical customer service or support and/or technical KAM with some mandatory experience in on-line video platforms such as OTT, OVP or Enterprise Video.
· Experience using JIRA, Asana or Zendesk
· Experience in working with at least one of these Online Video Platforms (OVP), OTT or Enterprise Video (EV) platforms such as Ecko Enterprise, Kaltura, Brightcove, CVENT, MediaSite, Qumu, Panapto, ON24, VBrick, Sonic Foundry, Hopin etc is required.
· Experience working with CDN’s such as Akamai, AWS Cloudfront, Cloudflare, Fastly
· Experience with streaming live or on demand video.
· Familiarity with Windows Server, Office 365 and Azure admin as well as local and cloud Active Directory administration.
· Basic networking, PC, Mac and basic server troubleshooting experience.
_*Please note:*_
* _You must already have existing eligibility to work in the UK_
* _Groovy Gecko is an equal opportunities employer._
* ABSOLUTELY NO AGENCIES PLEASE – agency correspondence will be treated as spam
* E&OE
Job Types: Full-time, Fixed term contract
Contract length: 11-12 months
Pay: £30,000.00-£38,000.00 per year
Benefits:
* Company events
* Flexitime
* Sick pay
* Work from home
Ability to commute/relocate:
* London N1 6HB: reliably commute or plan to relocate before starting work (required)
Application question(s):
* I am aware of the Salary offered for this role?
Education:
* A-Level or equivalent (preferred)
Experience:
* IT support: 1 year (required)
* online video platforms: 1 year (required)
Language:
* English fluently and writes well (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in London N1 6HB
Languages
- English
Notice for Users
This job comes from a TieTalent partner platform. Click "Apply Now" to submit your application directly on their site.