Technical Support Specialist

This is a Full Time Job


We are looking for a Technical Support Specialist who reflects the innovative spirit, creative talent, production excellence and passion for great filmmaking that define ILM.

The ILM Production Technical Support Specialist will provide day to day technical support for ILM employees and crew in LA. This role will provide direct onsite assistance for technology used by our virtual production teams, including proactive maintenance on computer systems and associated IT and AV infrastructure, as well as handling break/fix and issues that arise within our stages, offices and facilities in Los Angeles.

Partnering closely with ILM Engineering, they will help contribute to ensure operations run smoothly for our operators and clients. They will demonstrate the ability to work closely with engineering teams in LA / SF, including coordinating & making repairs with vendors and internal teams, as well as working on projects to improve our Production Operations.

This role is an onsite position primarily based out of Manhattan Beach, but will be required to travel within the Continental U.S to help with mobile setups and teardowns.

What You'll Do
• Maintains computer systems and associated IT equipment within our stages, offices and facilities.
• Communicates effectively with teams to ensure equipment is always production ready for our clients.
• Maintain / Troubleshoot networking equipment on stages / offices (Switches, Wifi Access Points etc).
• Assist efforts to monitor the health of the infrastructure, and engages teams and vendors as needed to ensure problems are resolved quickly as needed.
• Responds to break / fix requests and demonstrates ownership of the problem until resolved.
• Develops operational best practices with other teams, such as proactive system maintenance and scheduled downtimes.
• Alongside on set virtual production operators, contribute to testing and validating newly deployed or released hardware or software solutions.
• Performs occasional site visits to other ILM locations / Clients as needed to assist in deployment / pullback of customized technology solutions
• Represent IT for all aspects of technical operations at the studio for multiple stages / providing coordination as needed to engineering team members.

What We're Looking For
• 2-4 years of desktop support experience. Fast-paced, high pressure, film / TV production environment
• experience is required.
• Proven track record working in film production / post production facilities, including examples of solving problems on the fly.
• Required Skills / Competencies:
• Exceptional level of communication- listening, comprehension and effective communication to demonstrate to the client / ILM teams that you can solve their problem.
• Friendly, approachable and a ''can do'' attitude.
• Rapid response to technical challenges- must be able to ''think / act quickly'' to resolve new technology needs for production.
• Ability to be flexible and adjust schedules based on production timelines.
• Self-starter, energetic, strong organizational skills and ability to prioritize workload.
• Awareness of own capabilities and when to escalate for assistance/information/approvals.
• Proactive approach to supporting technology- demonstrate you can prevent problems, vs fix them.
• Detailed, methodical approach to troubleshooting and resolving issues.
• Ability to manage time effectively, and triage and prioritize based on production needs.
• Must have their own transportation and be able to commute to various locations within Los Angeles County.
• Must have their own transportation and be able to commute to various locations within Los Angeles County, and be available to travel within the continental United States periodically
• Able to lift 50lbs on a regular basis
• Technical Skills Required:
• Demonstrated ability to perform typical network troubleshooting / performance issues.
• Strong working knowledge of Mac and Windows Operating systems.
• Intermediate skills in Linux operating systems (CentOS primarily) including command line experience.
• Remote management and scripting experience is helpful.
• Good level of knowledge of networking principles and equipment (Switches, routers, cabling, VLANs etc).
• Preferred Skills / Competencies:
• Understanding of
• Complex pipelines and distributed compute platforms is considered a plus.
• Rendering / game engine technology / real time rendering is considered a plus.
• Supporting A/V equipment in a production environment considered a plus

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