IT Support Engineer

Job Description – Production Technology;

Engineer / Technician
Leading film and television production company is looking for an onsite IT Support Specialist with a passion for excellent customer service with good IT Support experience including Mac. Google workspace and general Windows Support..
The Production Technology Engineer be providing technical support and troubleshooting services to Production Crew
Members, so some experience in a similar Live Action Production, Film, TV production studio environment, post production support /film television industry or is required.

The role involves the Support, set up, configuration, monitoring and problem resolution of the IT infrastructure used by the UK production team. Role would be based on site at Pinewood Studios SL0 0NH but flexibility to travel to other studios KT16 0EE may also be required (this is not suitable for hybrid only candidates and own transport would be favourable). Flexibility and adaptability for this role is essential, as is a proactive approach, great face to face desk-side support skills, friendly personality and clear and confident communications skills.

Skills and Experience required:

Skilled versatile IT Support Specialist with a passion for excellent customer service, providing on site in person support face to face.
Good IT Support experience including mainly Mac MacOS, with some windows, Google workspace (Google Apps/Google suite) and general network and Windows Support
Previous Experience in a similar Live Action Production, Film production, TV production studio environment, post production support /film television industry
Google Workspace basic administration (ideally) and support (Gmail, Gdrive, Docs, Sheets etc).
Experience as a field engineer having progressed from a helpdesk support role.
Experience with device management systems such as JAMF.
Knowledge of audio visual systems support.
Good working knowledge of the Mac Operating System macOS
College Education in Media Studies / Technology Preferred OR equivalent work experience in Live Action Production.

Responsibilities:

Provide valuable day-to-day technical support for Production Crew.
Track, monitor and document end user issues to ensure resolution in a timely manner
through common request channels such as email, online chat and in person.
Administration of users email accounts, set up and login assistance and network access
guidance.
Maintain an inventory of equipment and other IT assets using our Cheqroom system.
Prepare and configure loan hardware for use by Production Crew Members.
Provide technical support and troubleshooting for all Production Technology equipment.
Initiate end user support sessions via phone or screen sharing remote control to assist
user setup and fault diagnosis.
Support common IT services such as Google Apps, OKTA, Adobe etc.
Serve as a technical point of contact for all Crew Members and assist them with their
technical needs.
Work closely with all of our technical vendors (such as network providers, printer
vendors and hardware suppliers), ensuring communication is effective and satisfactory
resolutions are reached.
Help maintain Security compliance across all production IT systems.
Willingness to travel to production locations away from the studio base for the purpose of
onsite IT support.
Onset network monitoring and administration during shoot days.
Be an advocate of knowledge sharing.
Provide agile responses to physical network problems (including, but not limited to basic
infrastructure repair such as cables and switches).

We also have a Lead Engineer role for the same team if you are more experienced around networking / 3rd line less hands on desktop support but more focused on liason with other technical vendors, client requirements and leadership supervisory responsibilities.

We are committed to ensuring that diversity, equity and inclusion play a role at all stages of our recruitment – it is important to us that our own company culture and the culture of our network is as varied and supportive as possible. We love people (it’s why we do what we do), so, regardless of background, we welcome you to work with us or apply to any of our jobs if you feel that they are right for you.”

We also aim to ensure that our entire process is accessible. Please make us aware of any adjustments you may need throughout the selection, interview and general process and we will do all we can to ensure that any barriers are removed for you.

Tagged as: field engineer, hr, line, service, technical, technician