Technical Support Specialist

**Position Summary**:
We are looking for a Technical Support Specialist to join our Virtual Art Dept team, who reflects the innovative spirit, collaborative mindset and passion for great filmmaking that defines ILM.

Partnering closely with the ILM Client Services team, you will contribute to ensuring the Virtual Art Department teams are operating efficiently with as little downtime as possible. You will demonstrate the ability to work closely with IT and engineering teams globally, including coordinating and making repairs with both external vendors and internal teams, as well as providing recommendations to improve uptime and artist efficiency.

This role may from time to time require you to work and travel to other ILM offices and sites and may involve out of hours support cover at short notice in order to support client-driven operational needs.

**What You’ll Do**:

- Build, deploy and maintain computer systems and associated client VR equipment
- Maintain accurate inventory of all hardware components including peripherals, VR headsets, tablets, monitors, laptops and workstations
- Communicate effectively with both IT and client teams to ensure technology is operating efficiently
- Monitor the health of the infrastructure, and engage teams and vendors as needed to ensure problems are resolved quickly
- Attend to break/fix requests and demonstrate ownership of the problem until resolved
- Develop operational best practices with other teams, such as proactive systems maintenance and scheduled downtime
- Contribute to the testing and validation of newly deployed or released hardware and software solutions in collaboration with other IT and engineering teams
- Perform occasional site visits to other ILM locations or clients as needed to assist in deployment, pullback or maintenance of customized technology solutions
- Act as point of contact for all aspects of technical VAD client setups at the studio, providing onsite support as needed to various ILM IT team members

**What We’re Looking For**:

- 2-4 years of desktop support experience in a fast-paced, high pressure, Film and TV production environment is required
- Proven track record working in film production / post production facilities, including examples of solving problems on the fly
- Required Skills / Competencies
- Friendly, approachable and a “can do” attitude working with VIP clients
- Rapid response to technical challenges - must be able to “think and act quickly” to resolve new technology needs for production
- Strong organizational skills and ability to self-prioritize tasks based on production needs
- Ability to be flexible and adjust schedules based on production timelines
- Exceptional level of communication - listening, understanding and ability to demonstrate to the ILM teams that you can solve their problem
- Energetic, self-starter with ability to follow a task through to completion
- Awareness of own capabilities and knowing when to escalate for assistance, information or approvals
- Proactive approach to supporting technology; ability to anticipate and prevent problems and not just fix them
- Detailed, methodical approach to troubleshooting and resolving issues
- Ability to manage time effectively, and triage and prioritize based on production needs
- Scripting experience is required (PowerShell)
- Able to lift 50lbs on a regular basis
- After hours support duties are required
- Technical Skills
- Demonstrated ability to perform typical network troubleshooting and debug performance issues
- Strong Windows OS administration skills
- Familiarity with Linux operating systems (CentOS primarily)
- Experience supporting macOS is a plus
- Experience with VFX tools such as Maya, Photoshop, ZBrush, Substance Designer/Painter
- Solid knowledge of complex pipelines and distributed computer platforms
- Remote management and assistance with high-profile clients
- Good level of knowledge of networking principles and equipment including switches, routers, cabling, VLANs etc
- Good grasp of rendering, game engine technology, and real time rendering concepts

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