Senior IT Work Desk Support

Job Overview:

As a Senior IT Work Desk Support professional, you will be responsible for providing fast, efficient, and advanced technical assistance across the organization. This role requires a deep understanding of computer systems, software, and networks, coupled with strong problem-solving abilities.

Key Responsibilities:

• First Point of Contact: Serve as the primary point of contact for all technical assistance requests, representing the IT department with a customer-centric approach.
• Advanced Troubleshooting: Perform in-depth diagnostics and troubleshooting for hardware, software, network, and server issues. Use your expertise to determine the best solutions for complex technical problems.
• Remote Support: Provide remote troubleshooting assistance, guiding users through problem-solving processes with clarity and patience.
• Documentation: Maintain accurate logs of technical issues, resolutions, and follow-up actions. Ensure all records are up-to-date and easily accessible.
• Workstation Management: Ensure that all workstations are equipped with the necessary software, patches, and licenses, and conduct regular maintenance checks to prevent technical issues.
• Cleanliness & Organization: Oversee the organization and cleanliness of IT workspaces, server rooms, and storage areas to maintain a productive and safe environment.
• Cross-Department Collaboration: Work closely with the studio management and other departments to ensure that all IT needs are met, particularly during critical production phases.
• Continuous Improvement: Participate in IT-related projects aimed at improving processes, workflows, and overall system efficiency.
• Technical Support: Provide high-level support to users, ensuring that technical issues are resolved promptly and effectively, with a focus on minimizing downtime.

Qualifications:

• Experience: At least 5 years of experience in IT support, with a minimum of 2 years in a senior role.
• Certifications: Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar credentials.
• Experience in Creative Environments: Previous experience in supporting IT systems in an animation studio or similar creative environment.
• Technical Knowledge and Expertise:

1. In-depth knowledge of hardware, software, and network systems.
2. Up-to-date understanding of the latest IT trends and software developments.
3. Familiarity with remote support tools and advanced troubleshooting techniques.
4. Proficient in supporting and troubleshooting creative software used in animation, such as Autodesk Maya, Adobe Creative Suite, Nuke, and other industry tools.
5. Strong understanding of hardware, software, and networking, with a focus on the unique needs of animation production.
6. Experience with remote support tools tactical server, rustdesk server and advanced troubleshooting techniques.
7. Familiar with Window AD, DNS, DHCP
8. Strong knowledge on open source pfsense setup and troubleshooting.
9. Able to handle Linux system Centos, Ubuntu, Redhat & Advanced troubleshooting.
10. Familiar with python language troubleshooting.
11. Backup and disaster recovery
12. Strong knowledge on Server Storage ZFS, BTRFS and other tools
13. Able to handle mirroring raid 1/2/3/4/5
14. Must know how to handle apache subversion.