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Systems Engineer Flame Resolve Creative Finishing
Systems Engineer Flame Resolve Creative Finishing
  Full-Time @ Escape Technology

London, England, United Kingdom

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Reports to: Engineering Manager 

Direct Reports: None, but may be required to provide guidance to apprentices and new recruits

Based in: Fitzrovia, Central London

Job purpose: To proactively deliver system support to customer satisfaction within contractual SLA targets 

Key responsibilities and accountabilities

  • Provide first and second line support to end users on a variety of issues within contracted SLAs
  • Identify, research, and resolve technical problems
  • Respond to telephone calls, email, and personal requests for technical support
  • Document, track, and monitor issues to ensure a timely resolution
  • Review incoming calls, analyse frequently asked questions, and follow/update appropriate procedures
  • Analyse client-identified issues which may require changes to procedures, standards or systems
  • Test new processes,standards, and systems prior to production release. This extends to new Helpdesk Products or tools if required to match the business needs
  • Proactively release bug notifications to customers and schedule updates as required
  • Corrective action on health check issues
  • Knowledge base release/update management
  • Internal infrastructure maintenance and administration
  • Remote installations

Core Competencies


  • Self-driven, results-oriented with a positive outlook
  • Clear focus on high quality
  • Plans and organises tasks and work responsibilities to achieve objectives
  • Adhere to established best practice guidelines to perform the functions of the job
  • Sets and maintains high performance standards 
  • Reliable, patient, and determined
  • Empathic communicator, able to see things from the other person's point of view
  • Sufficiently mobile and flexible to travel a few days a month within the UK
  • Keen for new experience, responsibility, and accountability
  • Able to get on with others and be a team-player. 
  • Able to work extended hours on occasions when required

Technical Skills:

  • Has knowledge of commonly-used concepts, practices, and procedures in respect to a systems support function
  • A technical background with solid experience of computer systems and hardware
  • Proficiency in defect troubleshooting and incident triage
  • Experienced in Da Vinci Resolve grading suites
  • Working knowledge of datacentre technologies/Storage Area Networks (SAN)
  • Administering both Linux and Windows systems
  • Red Hat Enterprise or CentOS Linux distributions experience
  • Experience working with helpdesk ticketing software
  • Strong Samba skillset and understanding
  • Mid-High level of network knowledge (VLANs, Trunks etc.)
  • Good knowledge of permissions on Mac OS, Windows, and Linux
  • Flame/Smoke experience and understanding of real time playback and bandwidth
  • Experienced in VFX software (Maya, 3ds Max, Nuke, Deadline etc.) is advantageous
  • A post production background in IT/Engineering is advantageous

Literacy and Numeracy: Must be a competent writer of business correspondence and highly numerate.

This job posting was last updated on Nov. 5, 2019