Production Support Engineer

Company Overview
Global Creative Agency

Job Description
Main Responsibilities

Support production users and workstations, maintaining and troubleshooting systems as required to provide a stable and fully functioning production environment, either onsite or remotely.

Specifically;

• Deploy and maintain new workstations
• Provide technical support for desktop issues
• Support VIP members of the company
• Assist users in the Joint Ventures, liaising with IBM Deskside support to ensure the site is fully supported
• Document and update documentation on standard procedures
• Escalate and formally report faults to specialist engineers (including third party support when required)
• Working with standard application suites and custom company workflow tools (detailed below)
• Maintain meeting rooms’ A/V equipment
• Technical support for in-house agency facilities
• Adobe Creative Cloud support
• Microsoft Office support


Additionally, provide first line support for internal staff and clients that use company’ applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk. Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.

Specifically;

• Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
• Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
• Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
• Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
• Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
• Maintain the Knowledge Base, updating documentation where appropriate
• Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)




Qualifications and Experience

Essential Experience & Skills

• Good experience of macOS support
• An excellent working knowledge of technical support for desktop issues
• Effective problem solving, able to recognise root causes and identify ways to overcome them
• Good working knowledge of Adobe Creative Cloud
• Ability to communicate technical information in a user-friendly way
• Positive attitude towards problem solving and tight deadlines
• Second language (English)


Desirable Experience

• Previous work experience within an advertising agency/post production facility
• Knowledge of media types and file formats
• Experience with transcoding technologies and workflows
• Understanding of Digital Asset Management practices
• ITIL V3 Foundation
• Knowledge of Font Management Systems
• Knowledge of JAMF Pro
• Knowledge of Apple Remote Desktop / Microsoft Remote Desktop and of Connectors (Video / Audio/ Networking/ Fibre)
• Apple Certified Support Professional (ACSP)

Requirements
- macOS
- IT Support/Helpdesk
- Japanese (Native), English (Conversational)

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