Support Technical Lead

Wētā FX; Vancouver; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Health and Life Insurance

RRSP match up to 4%

Annual leave 10–15 days + sick days 5

Job summary

Wētā FX in Vancouver is seeking a seasoned Support Technical Lead to oversee IT support operations for the studio, guiding incidents, requests and project-based technical leadership. You will manage hardware and software provisioning for end users across on-site, on-location and remote environments, and mentor junior staff.

Ideal candidates have 5+ years in IT support, supervisory experience, and strong Windows/AD/Intune/SCCM skills, with a passion for visual effects workflows and color

Qualifications

• Minimum of 5 years’ experience providing IT support in visual effects or broadcast TV
• Experience in a supervisory role
• College certificate or diploma in a computer technology related field
• Advanced understanding of HP Anywhere connectivity tools and performance optimization
• Experience with colour calibration display devices and DCI-P3 colour space
• Understanding of network hardware, configuration and remote connectivity
• Advanced Windows Administration knowledge (AD, Intune, SCCM)
• Experience with Avid Interplay and Media Composer in a VFX environment
• Ability to work extended hours including weekends/holidays when required
• 5 years’ desktop support for Windows 10/11, macOS 10.14+, Ubuntu 18.04+
• Familiarity with i86 and Apple hardware
• Experience with AV and video conferencing technologies
• Excellent English written and verbal communication skills

Responsibilities

• Oversee IT technical support for the Vancouver studio and its staff
• Provide project technical leadership and delivery of IT initiatives
• Partner with department managers to identify IT requirements across projects
• Assist employees with timely incident resolution and service requests
• Work with the Support Manager and escalate when needed
• Troubleshoot complex problems across multiple OS and applications
• Guide and support other team members
• Provision and configure hardware and software licenses
• Maintain records in designated systems
• Demonstrate strong customer service and collaborate with global teams
• Make autonomous data-driven IT decisions when needed
• Complete project work and upgrades as required
• Manage IT inventory and resources with audits

Skills

IT support

Supervisory experience

Windows Administration

AD/Intune/SCCM

Color calibration (DCI-P3)

VMware ESXi / Hyper-V / Proxmox

Avid Interplay / Media Composer

Networking / remote connectivity

Customer service

English communication

Education

College certificate or diploma in computer technology

Tools

Avid Interplay / Media Composer

VMware ESXi / vCenter / Proxmox

Windows AD / Intune / SCCM

Job description

We are looking for an enthusiastic and experienced Support Technical Lead to join our Vancouver Hub on a full time and permanent basis.

The Support Technical Lead is a senior member of the Support team, responsible for overseeing technical support operations within Wētā FX’s studios, leading the delivery of a technical function. They also contribute to incident resolution, request and change management, and provide project-based technical leadership.

The Support team provides technical support to the Wētā FX crew (both on-premises, on location and remote) through the timely resolution of incidents and services requests as well as contributing to the delivery of IT and business-related services and projects. They provide, manage, and maintain much of the physical and virtual technology used directly by the end users, e.g., Workstations (HP Z640, Z8, Lenovo P520, P620 and P8 workstations with Nvidia workstation GFX cards), Desktop devices (Dell Optiplex 7090, and Precision 3460), Eizo CG2730 monitors and supporting Color Navigator software with DCI-P3 targets, Apple Silicon Laptops (M1 – M4) and a Calibrated Sony Bravia A95L Television with DCI-P3 targets in the workplace.

Responsibilities

• Oversee and lead IT technical support for the Vancouver studio, which is comprised of Visual Effects Artists, Visual Effects Production Managers and Visual Effects administrative employees
• Provide project technical leadership and leads the delivery of technical initiatives, operations and/or functions
• Partner with Department Managers and Show Producers to identify and oversee IT requirements across multiple projects simultaneously
• Assist employees by the timely resolution of incidents, problems and service requests
• Work closely with, assists and escalates to the Support Manager
• Solve complex problems and escalations via in-depth experience across multiple operating systems and familiarity with a range of applications and an advanced understanding of specific systems, as used at Wētā FX
• Provide guidance and support to other team members
• Provision and configure the hardware and software licenses required by visual effects employees
• Provide technical and logistical expertise for the timely resolution of incidents and service requests raised by employees
• Follow agreed processes and maintain accurate records in our designated systems
• Demonstrate excellent customer service skills and collaborate with peers across global technology teams
• Ability to work autonomously and make effective data-drive decisions for IT requirements, at times without the ability to consult with line managers
• Complete project work, upgrades or other assigned tasks as required
• Manage and maintain IT inventory by keeping accurate records and conducting audits
• Manage IT resources and ensure they are maintained, organized, implemented and utilized both prudently and appropriately

Required Skills

• Minimum of 5 years’ experience providing IT related support in visual effects or broadcast tv
• Experience in a supervisory role
• College certificate or diploma in a computer technology related field
• Advanced understanding of RGS/TGX/HP Anywhere connectivity tools, with a detailed knowledge of performance configuration and optimization
• Experience with colour calibration display devices, with a focus on DCI-P3 colour space
• Understanding of network hardware, configuration and troubleshooting, especially as it relates to remote connectivity
• Advanced understanding of Windows Administration, including AD, Intune and SCCM
• Experience with editing support, including Avid interplay – Avid Media Composer
• Visualization knowledge with VMware ESXi, vCenter, Hyper‑V, Proxmox
• Experience providing IT related support for Mari, Maya, Nuke, Houdini, Katana, Plow, Manuka and Katana software packages in a visual effects environment
• Ability to work extended hours, weekends or statutory holidays when required for project delivery
• 5 years’ desktop support experience of the following Operation Systems; Windows 10 or 11, MacOS 10.14 or higher,Ubuntu Linux 18.04 or higher
• Familiarity with i86 and Apple hardware
• Experience with AV and video conferencing technologies
• Customer service knowledge and skills, service orientation
• Excellent English communication skills both verbal and written

Wētā FX is proud to be an equal opportunity employer. We celebrate diversity and believe in creating an environment where all our crew feel welcomed, respected, supported and appreciated.

This role will be performed onsite at Wētā’s Vancouver Hub. Ideally you would already be based in / or be available to relocate to Vancouver.

• $80,080 – $99,840 per year (annual salary)
• Health and Life Insurance (through Sun Life)
• Retirement Savings Plan – Wētā will match RSP contributions up to 4% (through Sun Life)

Leave

• 10 days of annual leave per year, increasing to 15 days after 5 years of service
• 5 sick days per year