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Production Helpdesk Support Engineer
Production Helpdesk Support Engineer
  Full-Time @ Ignition Creative

Los Angeles, California, United States

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About Us

Ignition is a creative company that pioneers new forms of storytelling with technology. We create unique brand experiences that are meaningful, entertaining, useful, and beautiful.  We’re after talented people who are just as passionate about storytelling, technology, and pop culture as we are.


Job Summary
The Production Helpdesk Support Engineer provides technical support to all staff and onsite clients for any technical job function in accordance with Ignition policies. This role is end-user facing; the first line of support for phone calls and support requests, providing triage, fulfillment, and escalation (where appropriate). This role reports to the Head of Operations.

  • First responder for technical support service, ensuring tickets are resolved, routed, or escalated for prompt resolution.

  • Documents processes and procedures as needed.

  • Preach general IT policy and ensure end-users stay trained accordingly.

  • End-to-end break/fix issues that involve replacing and repairing equipment.

  • Ensuring application, OS, and security updates occur on time.

  • Hardware/software setup for new user onboarding.

  • Update software install builds for new users in short turnarounds. 

  • Provide rotational on-call support outside business hours for staff; resolve/escalate issues as needed.

Required Qualifications

  • Thorough knowledge of both Mac and Windows OS.  

  • Excellent written and verbal communication skills.

  • Strong problem solving and critical thinking skills.

  • Detailed and methodical approach to troubleshooting.

  • Ability to prioritize workload, resolving issues based on production demands.

  • Team player who is comfortable working independently to maximize team/department performance.

  • Comfortable lifting heavy equipment (Up to 50lbs).

Preferred Skills / Competencies

  • Experience in supporting video editors, graphics artists, and producers.

  • Familiarity supporting production applications (Adobe Creative Cloud Suite (Premiere Pro, After Effects, Photoshop, etc.), AVID Media Composer, Maxon Cinema 4D, Autodesk Maya, etc.)

  • Familiarity with enterprise authentication (ex. Active Directory), large file transfer platforms (ex. Aspera, Signiant, FTP)

  • Familiarity with remote desktop technologies, such as Teradici and RDP

  • Experience with software deployment systems (Filewave, JAMF etc.)


Education / Experience

BA/BS in computer science, other business/tech field or equivalent work experience.



This job posting was last updated on July 19, 2022