Technical Support Specialist
Industrial Light & Magic
San Francisco, CAThis was removed by the employer on 12/16/2022 5:52:00 PM PST
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Full Time Job
Job Summary:
We are looking for a Technical Support Specialist who reflects the innovative spirit, collaborative mindset and passion for great filmmaking that defines ILM.
The ILM Technical Support Specialist will provide day to day technical support for our Virtual Art Department team(s). This role will provide direct onsite support for technology used by our Virtual Art Department teams, including artist workstations and peripherals, associated IT and VR hardware. This role will also provide proactive maintenance as well as handle break/fix and other technical issues that arise.
Partnering closely with the ILM Client Services Team, s/he will contribute to ensuring the Virtual Art Department team(s) operate efficiently with as little downtime as possible. S/he will demonstrate the ability to work closely with IT and engineering teams in LA and SF, including coordinating & making repairs with vendors and internal teams, as well as providing recommendations to improve uptime and artist efficiency.
What You'll Do
• Build, deploy and maintain computer systems and associated client VR IT kit.
• Maintain accurate inventory of all hardware components including keyboards, mice, VR headsets, tablets, monitors, workstations, and other IT components.
• 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 system maintenance and scheduled downtimes.
• Together with the various ILM IT teams, contribute to the testing and validation of newly deployed or released hardware and software solutions.
• 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 / 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 when to escalate for assistance/information/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.
• 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 10 operating system administration skills.
• Experience with VR applications (Unreal) and VR hardware a plus.
• Experience with VFX tools such as Maya, Photoshop, ZBrush, Substance Designer/Painter.
• Solid knowledge of complex pipelines and distributed computer platforms.
• Familiarity with Linux operating systems (CentOS primarily).
• Mac OS is a plus
• Remote management and assistance with high-profile clients
• Scripting experience is required (PowerShell)
• Good level of knowledge of networking principles and equipment (Switches, routers, cabling, VLANs etc).
• Good grasp of rendering, game engine technology, real time rendering desired.
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