Technical Support Engineer

This is a Full Time Job

WILD CARD | 3AM

Job Summary
The Technical Support Engineer would help Wild Card staff with technical job functions while adhering to
Wild Card company and security policies. Engineers are responsible for ensuring the computer systems
and production center are maintained and operate reliably by providing hands-on system administration
support, system maintenance, and operations support for all departments within the organization.

Responsibilities
• Responding to email and phone support requests.
• Follow and educate the general IT policy and ensure end users are trained accordingly.
• Responsible for break/fix issues that involve replacing and repairing equipment, including the purchasing of replacement parts from vendors as needed.
• Perform comprehensive software installs in accordance with department policy.
• Inventory tracking of hardware and software is required.
• Complete all assigned projects on time and continue to perform daily support requests.
• Assist with site support and incident resolutions and may include on-call rotation.
• Required to document daily tasks.
• Active Directory management, creating users and resources, including changes and updates.
• Create and update documentation for all assigned projects in the project management application.
• Read the documentation of hardware systems, software, patches, and release notes.
• Responsible for supporting video formats, delivery standards, signal flows, and calibrating displays
used for monitoring editorial, motion graphics, and client deliveries.
• Supporting machine room routing systems and video delivery methods.
• Manage, maintain, and support motion graphics hardware and applications including render farm
tools and pipeline.

Preferred Skills / Competencies
Experience supporting Editor and Graphic artists.
Previous vfx/editorial pipeline management experience is a plus.
Able to communicate in a professional and friendly manner with co-workers.
Self-starter, energetic, strong organizational skills and ability to prioritize workload.
Detailed, methodical approach to troubleshooting and resolving issues.
Team player that strives to maximize team/department performance.
Ability to manage time effectively, and triage and prioritize based on production needs.
Required Technical Skills
Solid knowledge of video formats, frame rates, aspect ratios, and conversion processes.
Knowledge of media delivery systems (Wiredrive, Pix, Aspera, HighTail, SFTP)
Strong Windows, Mac OS, and Linux knowledge. Must have command line proficiency.
Experienced with hardware troubleshooting of computers (Windows, Mac, Linux).
Scripting experience and task automation experience a plus.
Network switch exposure a plus (Cisco, Meraki, Juniper, Arista).
Understanding of production applications (Adobe Premiere, After Effects, Cinema 4D, Photoshop)
Familiarity with Microsoft Office, G-Suite, FileMaker.

Education / Experience
Minimum of 4 years of desktop support experience.
College degree or equivalent education / experience required.
Fast-paced, high pressure, production environment experience is most relevant.
Proven track record supporting creative workstations (Adobe, VFX, and other creative industry workflows)
Performance of the essential functions involves the following physical and/or sensory abilities
Frequently using hands to manipulate equipment or media
Frequently typing on a keyboard
Frequently sitting and performing desk work
Seeing and reading without difficulty (with or without personal corrective aides)
Frequently walking between offices and buildings
Frequently reaching and pulling equipment
Must be able to lift up to 60 lbs.
Must be able to climb stairs and ladders to perform work.

DUTIES AND TASKS ARE SUBJECT TO CHANGE. SOMETIMES ADDITIONAL DUTIES AND
RESPONSIBILITIES ARE ASSIGNED TO ASSIST WITH OTHER DEPARTMENTS. WE ASK YOU TO
BE FLEXIBLE WITH THE DUTIES ON THE LIST.