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Full Time

Technical Solutions & Training Specialist - Tier 2

Brief Role Description

We're looking for a Technical Solutions & Training Specialist (Tier 2) to support our Kit Room team. This is a multi-faceted role covering Tier-2 technical support, training and research and development. You'll act as the escalation point for complex hardware/software issues while also building and delivering training for internal staff and freelance crew. This is not a generic IT helpdesk role. You'll work hands-on with specialist film and broadcast equipment (DIT, Video Assist systems, wireless transmitters, RF/Comms gear, Network and more) and the professionals who use them on set. We don't expect you to arrive as an expert in every tool — what matters most is your mindset: curiosity, problem-solving, and a love of learning.

Role and Responsibilities

  • Tier 2 Technical Support: resolve complex technical issues escalated from frontline support, providing in-depth troubleshooting on CineArk rental equipment and assisting in knowledge sharing with junior team members.
  • On-Set Remote Support: work with frontline support to provide responsive remote support to crew (DIT, Video Assist, Network & Comms techs) during shoots, ensuring minimal downtime. May occasionally involve attending site in person.
  • Equipment & Software Expertise: develop expertise in key software (e.g. QTake, Pomfort LiveGrade, Riedel Bolero, RePro) and workflows; ensure rental kits are correctly configured with the latest updates.
  • Documentation & Knowledge Base: write and maintain clear technical guides, quick-start docs, and troubleshooting checklists for staff and freelancers.
  • Training & Upskilling: deliver structured training for internal staff and freelancers at all regional facilities, including workshops, in-person and pre-recorded demos, and one-to-one sessions.
  • Latest Technology Research: stay up to date with product releases, software changes, and new standards; research developments from major trade shows (IBC, NAB, CineGear) and key manufacturers.
  • Innovation & Service Development: use research to propose new services, workflows, or product offerings that strengthen CineArk's technical offering.
  • Cross-Team Collaboration: work with RF, Comms, and Networking specialists on complex multi-system setups; escalate to manufacturers when necessary.
  • Continuous Improvement: suggest improvements to testing, prep, and support processes to reduce recurring issues.
  • Review End-of-Life Products: collaborate with the Kit Room team to identify products nearing end of life and recommend alternatives.

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Candidate Requirements

Essential

  • Signal Flow Understanding: strong grasp of video, audio, and data pipelines, ideally in film, TV, post-production, broadcast, or AV.
  • Technical Aptitude & Problem-Solving: hands-on troubleshooting experience with AV equipment and software.
  • Quick Learner: enjoys picking up new systems and workflows, able to self-teach from manuals, experimentation, or research.
  • Communication Skills: able to explain technical concepts clearly, whether in a pressure situation or a training room.
  • Customer Service Mindset: calm, solution-focused, and reassuring when clients face high-pressure issues.
  • Team Collaboration: works well with others and thrives in both independent and team-based tasks.
  • Background Flexibility: may come from film production, AV integration, broadcast engineering, post-production, or live events — the key is 5+ years of professional video systems experience and holistic workflow thinking.

Desirable (Bonus Skills/Experience)

  • Broadcast / AV systems knowledge: vision mixing, QC, routing, and signal distribution (SDI, HDMI, IP).
  • Networking & Communications: IP video standards (NDI, SMPTE 2110, Dante, AES67, NMOS, VLANs) and comms (Riedel Bolero, ClearCom).
  • Monitoring & QC Tools: waveform monitors, LUT management, colour pipeline tools.
  • Monitor Calibration & Colour Science: calibration processes, HDR workflows, colour science basics (probes, colour spaces, Dolby Vision).
  • Trend Awareness: emerging workflows (HDR, Dolby Vision, remote/cloud production).
  • Tool Proficiency: QTake, Pomfort LiveGrade, DaVinci Resolve, Teradek, Riedel Bolero, or media management systems.
  • On-Set Experience: roles such as DIT, Video Assist.
  • Training/Teaching: mentoring, workshops, or training material creation.

Working Conditions

  • Primarily located at our Wooburn Green HQ (High Wycombe) but will need to work in regional outlets on occasion.
  • 40 hours per week.
  • Hours of Business – 7am to 7pm covered in shifts Monday to Friday. Some flexibility for early/late calls or occasional set visits.
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