What are the responsibilities and job description for the Service Desk & Media Engineer position at GPL Technologies?
Service Desk & Media Engineer
About Us
At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite team of technology specialists focused on empowering creatives to achieve their vision without worrying about managing technology.
Job Summary
As a Service Desk & Media Engineer, you'll be a key point of contact for internal clients, managing Level 1 incidents and service requests. You'll handle these requests via our ITSM system, resolving issues you can and escalating to Level 3 when necessary. You'll also be instrumental in supporting our media infrastructure, which includes troubleshooting and resolving media workflow issues, and providing support to sweatboxes and theaters. Furthermore, you'll manage routine maintenance and upgrades on all media-related hardware and software. Experience supporting AV setups, playback, equipment, and projectors is essential. Beyond these core tasks, you'll contribute to various projects and initiatives as opportunities arise.
Responsibilities
● Handles common customer service requests, offering support wherever necessary
● Follows agreed procedures to identify, register and categorise incidents
● Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client
● Applies tools, techniques and processes to create and maintain an accurate asset
● Troubleshoot and resolve issues related to media workflows, codecs, and file formats
● Uses standard procedures and diagnostic tools to monitor and implement optimization to ensure smooth operations
● Assists with routine maintenance and upgrades on media-related hardware and software
● Supports interactive reviews sessions in theatres and sweatboxes
Skills & Experience
● You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
● Results-oriented with a history of consistently meeting deadlines
● Excellent written and spoken technical English
● Ability to work with distributed teams
Compensation and Benefits
We offer:
• Competitive compensation
• 401(k) employer match up to 4% of annual base salary
• Dental / Health / Vision / Life / Accident Insurances
• Paid time off
Above all, you'll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.
About Us
At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite team of technology specialists focused on empowering creatives to achieve their vision without worrying about managing technology.
Job Summary
As a Service Desk & Media Engineer, you'll be a key point of contact for internal clients, managing Level 1 incidents and service requests. You'll handle these requests via our ITSM system, resolving issues you can and escalating to Level 3 when necessary. You'll also be instrumental in supporting our media infrastructure, which includes troubleshooting and resolving media workflow issues, and providing support to sweatboxes and theaters. Furthermore, you'll manage routine maintenance and upgrades on all media-related hardware and software. Experience supporting AV setups, playback, equipment, and projectors is essential. Beyond these core tasks, you'll contribute to various projects and initiatives as opportunities arise.
Responsibilities
● Handles common customer service requests, offering support wherever necessary
● Follows agreed procedures to identify, register and categorise incidents
● Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client
● Applies tools, techniques and processes to create and maintain an accurate asset
● Troubleshoot and resolve issues related to media workflows, codecs, and file formats
● Uses standard procedures and diagnostic tools to monitor and implement optimization to ensure smooth operations
● Assists with routine maintenance and upgrades on media-related hardware and software
● Supports interactive reviews sessions in theatres and sweatboxes
Skills & Experience
● Experience working with FreshService or a similar service management system
● Experience working in a Linux, Windows, and macOS operating systems
● Experience with media production workflows and software (Adobe creative suite, Autodesk Maya, Nuke)
● Understanding of video codecs, file formats, and colour spaces
● Awareness of basic media terms, tools and concepts
● Awareness of digital production technologies
● A true team player with great communication and interpersonal skills
● Prior experience in a service desk or IT support role is preferred
● Prior experience in a media engineering or post-production environment is preferred
● Building and maintaining relationships with key people in the organization● Experience working in a Linux, Windows, and macOS operating systems
● Experience with media production workflows and software (Adobe creative suite, Autodesk Maya, Nuke)
● Understanding of video codecs, file formats, and colour spaces
● Awareness of basic media terms, tools and concepts
● Awareness of digital production technologies
● A true team player with great communication and interpersonal skills
● Prior experience in a service desk or IT support role is preferred
● Prior experience in a media engineering or post-production environment is preferred
● You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
● Results-oriented with a history of consistently meeting deadlines
● Excellent written and spoken technical English
● Ability to work with distributed teams
Compensation and Benefits
We offer:
• Competitive compensation
• 401(k) employer match up to 4% of annual base salary
• Dental / Health / Vision / Life / Accident Insurances
• Paid time off
Above all, you'll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.