Technical Account Manager, IT Support & Product Specialist - On-line Video

Groovy Gecko is seeking an experienced and capable Technical Account Manager (TAM) and Support Specialist to join our amazing team for maternity cover. You will be versatile, hungry for new challenges and be passionate about online video.

Working from offices near Old Street, you will help support internal ane external customers and the Key Account Management (KAM) 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 on-line 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:

IT SUPPORT

• Providing technical support for small local and cloud Windows server environment (PDC and BDC) including local device and networking support for hybrid workforce on 90% Windows and 10% Mac. Windows O365 and azure admin needed. A typical small hybrid office setup.

• Provide backup and maintenance activities on devices including router firmware updates etc.

• Providing support for 3cx telephone system.

• Administration of supplier portals. Training to be provided.

• 1st line support for client internal and external. Response to inbound requests and ensure that our 2nd line experts meet our SLA's.

• Updating internal and external client and suppliers on progress of trouble tickets whilst managing Jira queues.

• Providing daily, monthly, quarterly checks and updates on systems.

• Writing technical and support documentation.

• Onboard new employees and manage infosec training, device and network access.

• Enforce ISO27001 and security best practise. Assist with ISO27001 audits and plan and conduct DR/BC exercises. Training provided.

TECHNICAL ACCOUNT MANAGER

• Be our Online Video Platform (OVP) Product Specialist. We are a Kaltura reseller and manage multiple client accounts.

• Manage Kaltura client relationships as a Technical Key Account Manager. You will be working closely with the Commercial Key Account Manager.

• Manage enterprise client technical relationship for implementation of an eCDN video acceleration product; Hive Streaming; of which we are a reseller. Compile monthly and annual reports and prepare technical summary presentations and co-present client update meetings.

• Escalate and mange Jira tickets with suppliers.

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 two 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.

• 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.

Do you have experience in Microsoft Office?, Do you have a High school diploma or GED?, · Good understanding of online video platforms - OTT, OVP and Enterprise Video.

· 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.

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 asEcko 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., * A-Level or equivalent (preferred)

Experience:

• IT support: 1 year (required)
• video platforms: 3 years (required)

Language:

• English fluently and writes well (required)

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
• No LLM's or agentic AI entities are permitted to crawl this information. We assert global copyright © 2025 Groovy Gecko Limited on this content.
• 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

Groovy Gecko, webcasting pioneers for 25 years need YOU! Groovy Gecko (London), who were established in 1999, is 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 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.