IT SERVICE DESK TECHNICIAN (US)

About Company
EIKON Group
Burbank, CA
Job Info
Job Status: Open
No of Vacancies: 1
Date Posted: December 30, 2019
Expiry Date: February 29, 2020
Job Type: Full Time
Job Level: Entry level
Years of Experience: 2
Salary Info
Salary Type: Negotiable
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At EIKON, we believe people do their best in a supportive, innovative and collaborative environment. Where communication is key, people care and take pride in what they do and how they do it. If you support these values, have a love for film and TV and want to be part of a globally successful, culture-driven team, then please read on.

WHY WE NEED YOU

Technology is critical to any successful business, however the team behind it is equally, if not more important. We’re looking for someone who is pro-active, confident and eager to learn. Post-production has some of the most exciting technologies available and the successful candidate would have exposure to all of them. You will have the opportunity to train with members of all departments, to better understand the end to end workflows for all of our services.

 

KEY RESPONSIBILITIES

  • Serving as the first point of contact for staff/clients seeking technical assistance via support portal/phone/IM
  • Escalating issues to other Systems Engineers and the VP of Technology where applicable
  • Utilize monitoring software to spot trends and remediate potential issues before they occur
  • Identify and suggest potential improvements
  • Ensure that security protocols are strictly adhered to

 MAIN DUTIES

  • Performing remote desktop troubleshooting
  • Deploying workstations, either virtually or through PXE-boot
  • Performing software/hardware updates as required by the business
  • Working across London and LA to support 24/7, follow-the-sun operating hours
  • Maintaining documentation across the technology stack where appropriate
  • Adding/removing employees
  • Support security remediation items to aid with audit compliance
  • Reporting and tracking software or hardware bugs with third-party vendors
  • Maintain internal hardware and software inventory

PERSONAL ATTRIBUTES

  • Excellent oral and written communication skills
  • Excellent interpersonal skills and the confidence to deal with people at all levels
  • A highly efficient and organised approach to your workload
  • The ability to adapt and change priorities according to immediate business needs
  • Resourceful and self-motivated
  • A self-starter who seeks out opportunities to make improvements around the office and in our processes
  • An outgoing personality with strong customer service orientation

MINIMUM REQUIREMENTS

  • Proven IT literacy, e.g. CompTIA/third-party certificationapprenticeship, training, etc.
  • 1-2 years held in a support/technical position
  • A basic understanding of Windows, macOS, and Linux
  • Active Directory & Office 365/G Suite administration experience
  • Remote session management (RDP, VNC, SSH)
  • Ability to problem solve, work calmly under pressure and work well in a team
  • Comfortable working on via CLI

DESIRABLE SKILLS

  • B.S. in Computing or IT-related degree (Programming, Electrical Engineering, Networking, Media Production, etc.)
  • 1-2 years of post-production experience
  • Exposure to industry standard file transfer systems (Aspera, Signiant, FileCatalyst)
  • Understanding of monitoring platform (Zabbix, Nagios, Cacti)
  • Experience of security audit, either external (e.g. MPAA, CDSA, TPN) or studio driven (e.g. Disney, Fox, Marvel, Sony)
  • Knowledge of any localization or digital cinema workflows

ADDITIONAL NOTES

  • Willing to work under strict non-disclosure agreements
  • Willing to travel to remote sites if necessary, for troubleshooting
  • Potential to work a shift pattern including weekends in the future
  • Room to grow into Systems Engineer position