Desktop Support Specialist

About the role

We're looking for a Desktop Support Engineer to join our tech team as the first line of technical support for our artists and staff, keeping hardware, software, and infrastructure running smoothly so the studio can keep creating without interruption. This is a hands-on role spanning everything from day-to-day troubleshooting and hardware repairs to managing user accounts, network security, and the specialised creative software our artists rely on, think Maya, Unreal, Toon Boom and the rest of our pipeline. You'll work as part of a global support team, so strong communication and the ability to juggle your own priorities matter just as much as technical know-how.

Responsibilities

• Provide technical support and troubleshoot hardware/software issues with both on-site and as part of the Global support team
• Repair and maintenance of Office Hardware, including AV equipment and meeting technology
• Installation and troubleshooting CG/animation software suites.
• Manage User accounts and Group Policies on Active Directory.
• Maintaining cyber security measures for all staff and company accounts, managing AV measures both on premises and remotely for users.
• Maintaining and managing perforce.
• Managing Users and User Data in a Google Enterprise environment
• Deployment of monitoring tools to Identify network events and classifying them accordingly
• Assessing and recommending improvements to network operations and integrated hardware, software, communications, and operating systems.
• Recording diagnosis and resolution of network faults, network enhancements and modifications, and maintenance instructions.
• Creating/maintaining Helpdesk documentation for users and technical documentation for our tech staff
• Record inventory of all software and hardware in the office.
• Any other duties or responsibilities reasonably required by the Company.

Requirements

• Artist Tools: Unreal, Unity, AdobeCC, Maya, ToonBoom.
• MS Office.
• Security: ESET, Fortigate, Kerberous, TLS.
• Networking: DHCP, DNS, AD, SMB.
• Servers and Platforms: AWS, Windows Server.
• Virtualisation: Hyper-V, Proxmox, KVM, Docker, Fleet/Salt/Puppet.

Skills

• Excellent written, verbal, and interpersonal communication skills.
• Strong stakeholder management and time management skills.
• An understanding or experience with the arts, animation, gaming, and/or ‘internet nerd’ culture.
• Be extremely organized and have a strong work ethic.
• Engaging personality and willingness to learn.
• Positive, go-getter attitude with a passion for making things.

Benefits

• Remote work
• A diverse team that values independent input and career development
• Access to an Employee Assistance Program (EAP), confidential support whenever you need it, for you and your family