IT Support Technician

WHO WE ARE

We are a vibrant, engaged, talent-driven agency where our staff feel empowered, where ideas are encouraged and where outstanding work is rewarded. We nurture bright, passionate people who are innovative and creative in their thinking and ambitious and brave in everything they do.

DMS is a place where our clients feel looked after, where they trust our ability to deliver and to come up with new ways of engaging them and helping them engage their audiences. We strive to be a key agency partner to our clients, delivering consistency of work and quality of service.

Founded in 2002, our headquarters are in London with offices also in Los Angeles and Sydney. We are part of the AKA Group of agencies.

WHAT WE DO

We are a full-service creative digital agency. Our people, technology and insights help global media and entertainment, sports and lifestyle brands create, manage, localise, distribute and place their content, and evaluate its media reach.

LOCALISATION SERVICES

DMS delivers a full range of adaptation and localisation services to major film studios across the globe from its central London base. Our services include subtitling, dubbing, editing, colour-grading and visual effects for promotional materials to support worldwide feature film releases for use in cinema and online.

THE ROLE

We are seeking for a highly skilled IT Support Technician who will demonstrate excellent interpersonal skills whilst collaborating, organising and maintaining key elements of DMS’s infrastructure, all ensure stable operation and growth.

This role is to provide ongoing technical support to operations’ staff in LA office and remotely providing troubleshooting to London staff via Freshworks ticketing system. In addition, you will optimise and monitor the performance of LA technical facility which includes SAN, NAS, edit & QC suite, audio suite and workstations.

This person will maintain The DMS’s infrastructure and mixed server estate in LA which includes Windows Servers, Linux Servers, and VMs. Working as part of the Infrastructure, Networking and Security team, focusing on core aspects of both internal and client IT systems.

Main tasks and responsibilities

• Responsible for maintaining IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
• Assist in providing diagnosis and resolution of issue tickets, maintaining a high level of 1st time fixes.
• To act as an escalation point for 1st and 2nd Line Service Desk Engineers in London by offering support and technical assistance, to aid in the resolution of staff queries.
• Respond appropriately to technical issues raised, through resolution or escalation.
• Prioritisation and management of workload to ensure SLAs are met
• Self-manage projects from scoping, design, and implementation through to sign off.
• Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
• Ability to build and maintain computer systems.
• To maintain the appropriate documentation within IT department.
• Good understanding of a service management environment (ITIL)
• A team player prepared to work at all levels.

Please note, due to the nature of the position there may be work out of hours where needed which includes weekends and so flexibility is key.

This role is for a min of a three month contract.

Requirements

Ability to build and maintain computer systems.

· Strong knowledge of Microsoft Windows, macOS, Linux and iOS.

· Networking principles (Switching, VLANs etc)

· Experience of AD, Microsoft Entra ID (Formerly Azure AD), DNS, DHCP and VM environments.

· Experience of working with Adobe Creative Cloud, Maxon, & Cinema4D.

· Candidates who have a background of supporting shared storage and media industry would be highly beneficial