Pixelogic Media is looking for a Technical Support Engineer to join our team of passionate technologists.
The Technical Support Engineer provides tech support and services for all facets of the operation. A first response position which includes such responsibilities as: hardware/software installation, telecommuting support, collaboration with internal and external teams to provide support where needed and exploring process improvements. The Global Information Technology team partners with stakeholders and technologists to provide all necessary equipment and systems to enable the most effective & efficient work experience for Pixelogic employees, whether on-site or remote.
Responsibilities:
Provide Help Desk/Service Center style support, monitoring inbound technical support requests, calls, and tickets for all employees
Manage support issues from start to resolution, escalating only when necessary
Collaborate with other technology teams as needed to determine the best solution to challenges
Partner closely with IT and technology teams to assure consistent support methods and policies across sites
Work closely with employees, and business units to better understand evolving workflows and related hardware needs
Provide support for onboarding, provisioning, entitlements, and tech training for new hires
Installation of desktop hardware including workstations, displays, tablets, and related peripherals
Install/support a wide array of software, both internally developed and third party
Support multiple hardware and operating system build processes including Mac, iOS, and Windows, as well as correlating software & accessories
Basic support of server infrastructure & network equipment
Basic support of A/V & media systems
Work with studio leadership to continually improve tech support procedures and policies.
Create thorough documentation of processes and procedures leveraging centralized knowledge base (i.e., Zendesk, Confluence, ManageEngine)
Maintain a flexible schedule including possible night or weekend work, as needed
Requirements
Minimum 2 years' experience with technical support or user support, preferably in a production setting
Working knowledge of Mac OS, iOS, and Windows operating systems
Familiarity with Linux desktop
Familiarity with remote desktop technologies, such as Teradici and RDP
Familiarity with ticket tracking, tech support tools, documentation platforms, and diagnostic systems
Proficiency with productivity applications such as Microsoft Office, and administration of these systems
Proficiency with common video conferencing platforms such as Zoom, Google Chat and MS Teams
Ability to diagnose, repair or replace computer system components (storage media/drives, graphics/GPU cards, memory modules, etc)
Strong analytical problem-solving skills
Excellent communication skills and a strong customer service orientation
Highly self-directed
Highly self-motivated
Manage and prioritize multiple concurrent and competing challenges, issues, ambiguities, and contradictions that inevitably occur when supporting a highly complex, diverse, and dynamic production environment
Ability to lift heavy equipment (50 lbs.+)
Install, configure, and maintain desktop/laptop computers and mobile devices
Preferred Qualifications:
Strong familiarity with computer hardware and components
A+ or similar systems administration certification
Strong Macintosh/Windows system administration skills
Administration of tracking and configuration management systems, such as: Manage Engine, Jira, Jira Service Management, Zendesk
Familiarity with common systems tools and protocols (BIOS, DNS/DHCP, LDAP, Active Directory)
Required Education:
BS or BA degree in Information Technology, Computer Science, or related technical field, or equivalent professional experience