Support Engineer

We believe in better. And we make it happen.  

Better content. Better products. And better careers.  

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.  

We turn big ideas into the products, content and services millions of people love.  

And we do it all right here at Sky. 

What you'll do:  

This role will be supporting the Home Service and Supply (HSS) Platform within Sky Technology - UK&I - Customer Contact Platform. The HSS Platform is responsible for the hardware order fulfilment and inventory management of the UK&I Customer Management Platform, in addition to managing the Field Service Management solutions for both Home Service and Broadcast teams. This involves providing 24*7 support across a number of business critical applications and platforms, ensuring that both in-house and third party integrations are highly available and resilient. As part of this team you will: 

• Support the Home Service and Supply production platform and deliver to key SLA’s by resolving incidents as well as investigating and resolving root cause.  

• Identify and document missing processes and procedures while contributing to their continuous improvement and deliver enhancements with day to day support tasks. 

• Support and analyse operational reports to understand platform performance and deliver improvements. 

• Build effective relationships across technical and business teams to deliver first class platform performance and service to our stakeholders. 

• Communicate and collaborate with third party software providers to ensure delivery of new functionality and fixes meet specifications and are deployed successfully. 

• Work with other support engineers to grow and enhance your technical skills. 

• Lead technical conversations with the developments team to resolve technical issues. 

What you'll bring:  

• Excellent communication, interpersonal and team working skills. 

• Experience working in Software Support 

• Excellent diagnostic, analytical and problem-solving skills. 

• The ability to take ownership of work, prioritise effectively and deliver to a high level of detail while always looking to add value to each task. 

• Willingness to learn, share knowledge and adapt in a constantly changing fast-paced environment 

• Enthusiasm for technology. 

• A proactive attitude to improvement and support. 

Team overview:  

UK&I Technology 

Ground-breaking projects. Innovative tech. Top innovation. Join our UK&I Technology team and you’ll work across technology projects that drive our TV, broadband, mobile and Sky Connect services. You’ll be at the heart of delivering the technology roadmaps that support our UK and Ireland businesses, with a focus on customer innovations for Sky Glass. That’s not all. You’ll also design, develop and deliver digital services for millions of customers across the UK. 

The rewards  

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster: 

• Sky Q, for the TV you love all in one place 

• The magic of Sky Glass at an exclusive rate 

• A generous pension package 

• Private healthcare 

• Discounted mobile and broadband 

• A wide range of Sky VIP rewards and experiences 

Inclusion & how you'll work: 

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can. 

We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process. 

Your office space:  

Livingston Watermark House 

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there’s onsite parking available for cars, motorbikes and bicycles. 

You’ll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym – or play a game of pool or table tennis. 

We'd love to hear from you  

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next.  

But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet. 

If you believe in better, we’ll back you all the way. 

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.