Technical Support Specialist

The ILM Production Technical Support Specialist will provide high-performance operations assistance and field support work for the ILM production environment in Mumbai.

This role will provide direct onsite assistance for technology used by our production teams, including proactive maintenance on computer systems and associated IT and AV infrastructure Partnering closely with ILM Tech teams, they will help contribute to ensure operations run smoothly for our employees. They will demonstrate the ability to work closely with engineering teams in including coordinating & making repairs with vendors and internal teams, as well as working on projects to improve our Production Operations.

What You'll Do

• Maintains computer systems and associated IT equipment within our offices and facilities.
• Communicates effectively with teams to ensure equipment is always production ready.
• Efficient installation and configuration of software as well as troubleshooting and repair of malfunctioning software in a Linux and Windows environment.
• Manage end user expectations and systems issues using technical and client service skills.
• Maintain / Troubleshoot networking equipment on 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.
• Properly integrate devices such as printers, scanners, and digitizing tablets with Linux, Macintosh and Windows systems.
• Troubleshoot and repair, or arrange for repair of, defective computer equipment.
• Must be willing to participate in a rotating on-call schedule.
• Actively communicate the status of issues and projects in progress to concerned parties on a timely basis.
• Identify and recommend solutions to technical issues as needed.

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. o 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. o 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. o 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

Technical Skills Required:

• Demonstrated ability to perform typical network troubleshooting / performance issues.
• Strong working knowledge of Linux and Windows Operating systems. o Intermediate skills in Linux operating systems (CentOS primarily) including command line experience.
• Remote management and scripting experience is helpful. o 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 are considered a plus.

Rendering / game engine technology / real time rendering is considered a plus.

Supporting A/V equipment in a production environment is considered a plus