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IT Support Engineer

Company: International Merchandising Company
Location: Beverly Hills
Posted on: January 13, 2022

Job Description:

Job DescriptionThe Company:WME was formed when the William Morris Agency and the Endeavor Agency Merged in June 2009. The William Morris Agency was founded in 1898 and was regarded as one of the leading agencies for over 100 years. Endeavor was formed in 1995 and quickly secured its place amongst the top agencies. WME represents elite artists from all facets of the entertainment industry, including motion pictures, television, music, and theatre, publishing and physical production. WME also advises some of the world's most recognized consumer brands to create entertainment-based marketing solutions. Headquartered is in Beverly Hills, WME also has offices in New York, Nashville, London and Miami.IMG, acquired by WME in May 2014, is the world's premier and most diversified sports, entertainment and media company. We are the global leader in the event management and talent representation across golf, tennis and fashion and has a significant presence in many other sports, cultural and lifestyle categories. IMG's areas of expertise include media production and distribution across multiple platforms; events creations, management and sponsorship sales; consumer products licensing and athlete training.Led by filmmaker Peter Berg, Film 45 is an EMMY award-winning production company creating non-scripted entertainment and branded content for film, television, and digital platforms. Comprised of a team of close collaborators, Film 45 tells stories with authenticity, soulfulness, and grit. In addition to creating non-scripted programming, Film 45 has full production and post-production facilities.The RoleThe Technology Department is responsible for the 24/7 operation and support of all IT systems within the company. The IT Support Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness. This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This support engineer is part of a global team with a vested interest in providing excellent support with an ever-present customer service mentality.General responsibilities and dutiesPosition reports to Senior IT Support Engineer of Endeavor ContentMonitor Helpdesk system for inbound issues related to Film 45Ensure all issues are logged and documented in the Helpdesk system. When resolution is complete, document cause and resolution then close Helpdesk incidentAssess issues quickly and professionally, and take steps to resolveHandle immediate need activities such as video conferencing setups, employee onboarding and office reconfigurationsInstall and support desktop and networked printersEscalate and refer unresolved issues to other team members, Level 2, or external vendors when appropriateMaintain and enforce procedures, policies, and workflows related to IT and IT security.Assist in preparing computers, installing applications, testing, maintaining and supporting Macs and peripherals.Respond quickly to critical equipment and software issues, including on-call assignments to support productions' weekend and late-night hoursOversee and monitor the general health of all Avid/Postproduction computers and peripherals, ensuring proper updates and installs are currentOnboard and assist postproduction staff with Avid-related projects, ensuring proper credentials, passwords, versioning are accurate for any given project.Build and move computers and peripherals as needed.Maintain and track inventory of computers, software licenses, accounts, peripherals.Adherence to and enforcement of all information security protocolsMust also have the flexibility to travel to other sites when requiredAdditional responsibilities and duties when necessaryAssist VP Head of Post with determining workflows and hardware solutions for productions that have specific, out of the ordinary requirementsMake sure server rooms/cabling are always tidy, organized, and clearly labeledHelp draft and manage server and post workflows infrastructure documentation and sheetsAdminister Windows user accounts in Active DirectorySet up and support mobile devicesSet up and support desktop telecommunications terminals (phones, voicemail services and inbound routing)Perform basic server administration (power cycle, troubleshooting connectivity issues)Manage the network connectivity (patch cables, switch and router infrastructure)Ensure a high degree of information security through password controls, prompt termination and activation of users etcManage and maintain Anti-Virus Endpoint EstatePerson SpecificationThe ideal candidate will possess a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues outside normal work hours. They will be unflappable and flexible, understanding the importance of excellent service and absolute discretion.The ideal candidate will have a working knowledge and understanding of:Windows 10 desktops and laptopsMicrosoft Office 2010, 2013 and 2016 productivity softwareMicrosoft Active Directory, Exchange Server and Windows ServerMobile phone devices (iOS, Android)Cisco AnyConnect VPN Configuration and AdministrationMac OSX installation and configuration as well as Office for MacEnterprise experience in deploying, managing and supporting macOS and iOS platformsAdministration of macOS within JAMF Pro including mass deployment of software, configuration and modular imagingVPP, DEP, MDM and APNS technologiesAbility to triage all Apple ecosystem hardwareVarious printers, scanners, some fax servicesPolycom Video Conferencing AdministrationEnterprise Level AV Administration and SupportEnterprise Level Backup Systems and SupportExposure to Telecoms systems such as Avaya, Cisco, and ShoretelThe ideal candidate will also have:Minimum of 3 years of IT service desk experienceMinimum of 2 years of Post Production and Avid workflow experienceBasic understanding of Avid workflows and technical troubleshooting is requiredExperience in package building, app updating and macOS upgrades within JAMF ProJAMF 100+ certification or greatermacOS certification ACMT or ACTHighly motivated and enthusiastic with excellent communication skills and who can integrate well at all levels and be able to work independentlyA strong ability to remain focused with a hardworking, professional and flexible attitude while multi- tasking at an extremely fast paceBachelor's or relevant degree required with a concentration in MIS or Computer Science or an Associate's degree plus proportionate experience.A strong work ethic and the ability to work well under pressureMaintain complete confidentiality and discretion at all times. All Endeavor employees are required to sign a confidentiality agreement, and any breach of this agreement will result in immediate disciplinary actionExcellent oral and written communication skills, and the ability to effectively and efficiently document user questions, issues, and requestsEnough experience to recognize and recommend changes to support procedures and user guidance as part of an ongoing improvementExcellent organizational skills and great attention to detailTo be considered, you must be willing to work a flexible work schedule with late nights and weekendsEndeavor is an equal opportunity employer committed to a diverse and inclusive work environment.

Keywords: International Merchandising Company, Beverly Hills , IT Support Engineer, Engineering , Beverly Hills, California

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