Desktop Support Specialist

Glitch; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Glitch is seeking a Desktop Support Engineer to join our tech team as the first line of technical support for our artists and staff, keeping hardware, software, and infrastructure running smoothly so the studio can keep creating without interruption.

You’ll troubleshoot day-to-day issues on-site and as part of the global support team, manage user accounts and policies in Active Directory, and maintain cyber security measures. Experience with Maya, Unreal, and Toon Boom is highly valued.

Qualifications

• Experience supporting artists or creative teams with CG/animation tools is preferred.
• Strong ability to troubleshoot hardware/software issues and manage user accounts.

Responsibilities

• Provide technical support for on-site and global teams.
• Repair and maintenance of office hardware and AV equipment.
• Install and troubleshoot CG/animation software suites.
• Manage users and group policies in Active Directory.
• Maintain cyber security measures and AV across devices.
• Manage Perforce and Google Enterprise user data.
• Deploy monitoring tools and document solutions.

Skills

First-line support

Stakeholder management

Time management

Organizational skills

Engaging personality

Willingness to learn

Tools

Unreal

Unity

Adobe CC

Maya

Toon Boom

ESET

Fortigate

Kerberos

TLS

DHCP

DNS

Active Directory

SMB

AWS

Windows Server

Hyper-V

Proxmox

KVM

Docker

Fleet

Salt

Puppet

Job description

About us

Glitch Productions is an independent animation studio based in Australia making original, long form animated shows distributed on Youtube. Our channel has over 18 million subscribers, tens of millions of views per episode and is still growing strong. Our studio is filled with incredibly talented and passionate artists that are determined to change the way animation is produced and treated in the industry. Our biggest IP; Digital Circus, has amassed over 350 million views on the pilot alone and we have a lot more still to come.

Role Information

We're looking for a Desktop Support Engineer to join our tech team as the first line of technical support for our artists and staff, keeping hardware, software, and infrastructure running smoothly so the studio can keep creating without interruption. This is a hands-on role spanning everything from day-to-day troubleshooting and hardware repairs to managing user accounts, network security, and the specialised creative software our artists rely on, think Maya, Unreal, Toon Boom and the rest of our pipeline. You'll work as part of a global support team, so strong communication and the ability to juggle your own priorities matter just as much as technical know-how.

Your duties will include:

• Provide technical support and troubleshoot hardware/software issues with both on-site and as part of the Global support team
• Repair and maintenance of Office Hardware, including AV equipment and meeting technology
• Installation and troubleshooting CG/animation software suites.
• Manage User accounts and Group Policies on Active Directory.
• Maintaining cyber security measures for all staff and company accounts, managing AV measures both on premises and remotely for users.
• Maintaining and managing perforce.
• Managing Users and User Data in a Google Enterprise environment
• Deployment of monitoring tools to Identify network events and classifying them accordingly
• Assessing and recommending improvements to network operations and integrated hardware, software, communications, and operating systems.
• Recording diagnosis and resolution of network faults, network enhancements and modifications, and maintenance instructions.
• Creating/maintaining Helpdesk documentation for users and technical documentation for our tech staff
• Record inventory of all software and hardware in the office.
• Any other duties or responsibilities reasonably required by the Company.

A successful candidate will have:

• Artist Tools: Unreal, Unity, AdobeCC, Maya, ToonBoom.
• MSOffice.
• Security: ESET, Fortigate, Kerberous, TLS
• Networking: DHCP, DNS, AD, SMB
• Servers and Platforms: AWS, Windows Server.
• Virtualisation: Hyper-V, Proxmox, KVM, Docker, Fleet/Salt/Puppet.
• Bonus Skills: Excellent written, verbal, and interpersonal communication skills.
• Strong stakeholder management and time management skills.
• An understanding or experience with the arts, animation, gaming, and/or 'internet nerd' culture.
• Be extremely organized and have a strong work ethic.
• Engaging personality and willingness to lear