Technical Support Engineer

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let’s Imagine a better way together.

Midnight Oil (moagency.com), strategically located in "the heart of Hollywood" in Burbank, CA, is an extraordinary creative, and specialty print production partner to the majority of theatrical and streaming studios, with relationships often measured in terms of decades, not years. We uniquely and conveniently combine our Studio and Print Production capabilities all under one roof in our 120,000 square feet facility, with an Amtrak stop and the Burbank Airport directly across the street. However, our “secret sauce” is simply our people … we have the best, most passionate, most capable team of 125 motivated employees who always delivers exceptional solutions to our clients as we aren't satisfied being anything short of the best. Generally speaking, we shape creative ideas by making them better and bringing them to life in virtually any media format, on-time, and to the highest standards of quality. And, we do things the right way as our culture of mutual respect, transparency, collaboration, and a strong commitment to diversity and inclusion makes MO a great place to work.

Position Summary: The Technical Support Engineer will provide day-to-day support to the organizations end user desktop computers, printers, phones, and computer patching. This position interfaces directly with internal customers and all departments, troubleshooting user issues to resolution.

This is an onsite position out of our Burbank, CA office.

Essential Functions and Responsibilities:

• Provide Help Desk/Service Center style support, monitoring inbound technical support requests, calls, and walk-ins.
• Handle support issues from start to resolution, escalating only when necessary.
• Collaborate with other IT teams as needed to determine the best solution to challenges including Security, Infrastructure, and Development.
• Partner closely with IT teams to assure consistent support methods and policies across sites.
• Work closely with Creative teams and other staff to better understand evolving workflows and related hardware needs.
• Onboarding and tech training for new hires.
• Manage inventory of computer hardware.
• Installation of desktop hardware including workstations, displays, tablets, and related peripherals.
• Install/support a wide array of software, both internally developed and third party.
• Support multiple hardware and operating system build processes including Mac, iOS, and Windows, as well as related software & accessories.
• Basic support of A/V and media systems.
• Work with onsite leadership to continually improve tech support procedures and policies.
• Help to define how end-user support should be coordinated, delivered, standardized, and communicated.
• Create thorough documentation of processes and procedures.
• Maintain a flexible schedule including possible night or weekend work.
• Participate in on-call rotation as needed.

Mandatory Qualifications:

• Minimum 4 years’ experience with technical support or user support, preferably in a production or entertainment industry.
• Exceptional Macintosh/Windows system administration skills.
• Experience with scripting and automation.

Preferred Qualifications:

• Proven experience and working knowledge with computer hardware and components, A or similar systems administration certification.
• Hands-on experience with OAM of multiple applications and hardware.
• Administration of tracking and configuration management systems such JAMF/Kandji and SCCM.  
• Familiarity with common systems tools and protocols (BIOS, DNS/DHCP, LDAP, Active Directory, Exchange).
• Working knowledge of Mac OS, iOS, and Windows operating systems. Familiarity with Linux desktop.
• Remote desktop technologies, such as VNC, TeamViewer and RDS.
• Familiarity with ticket tracking and documentation platforms.
• Proficiency with productivity applications such as O365 and Active Directory and the administration of these systems.
• Proficiency with common video conferencing platforms such as Zoom, Slack and MS Teams.
• Knowledge of DLP and Anti-Virus for Macs and PC.
• Ability to diagnose, repair or replace computer system components (storage media/drives, graphics/GPU cards, memory modules, fans, etc.).
• Exceptional analytical problem-solving skills.
• Excellent communication skills and a strong customer service orientation.
• Highly self-directed. Manage and prioritize multiple challenges that can occur when supporting a complex, and diverse production environment.
• BS or BA degree in Information Technology, Computer Science, or related technical field, or equivalent professional experience. 
• Bilingual or multilingual proficiency in any language (including ASL) preferred. 

Physical Requirements:

• Ability to lift heavy equipment, install, configure, and maintain desktop/laptop computers and mobile devices.
• Frequently requires standing or sitting for extended periods of time in front of a computer.
• Occasionally requires kneeling, bending, carrying, lifting equipment up to 25lbs.
• Rarely requires climbing a ladder.
• Ability to work effectively onsite and remote.
• Travel: N/A
• Chemicals: N/A 

The national pay range for this role is $35.00 - $39.31/hour. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift, and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission, or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.

Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.

Salary : $35 - $39