Lead Desktop Support Engineer
"The AI company that's revolutionizing Hollywood"
Flawless is innovating traditional filmmaking with its cutting-edge Gen AI film editing tools. Our mission is to empower filmmakers with advanced technology that fosters creativity, expands storytelling possibilities, and delivers exceptional visual and emotional experiences. We are dedicated to setting new standards in ethical AI through the Artistic Rights Treasury (A.R.T.), safeguarding artists and rights holders in the Entertainment landscape.
Reports to: Head of Information & Security: Paul McCourt
What we are looking for: We're seeking a Lead Technical Support Engineer with a passion for solving intricate IT challenges and providing excellent support to teams. We need someone with a blend of deep technical knowledge, leadership skills, and a commitment to empowering others.
Responsibilities
- Plan, organize, control, and assess IT operations and projects
- Monitor and analyze system and service performance metrics
- Supervise IT staff through recruitment, training, coaching, and performance appraisals
- Design, implement, and coordinate systems, policies, and procedures
- Ensure data security, network access, and backup system integrity
- Address user needs and improve system functionality in support of organizational policy
- Identify and resolve problematic areas through timely strategic solutions
- Audit internal systems and services for security and efficiency
- Maintain assets, information security, and control structures
- Manage annual budgets for cost-effectiveness
- Provide first-line support to end-users experiencing hardware, software, networking issues
- Handle problem resolution, research, isolation, and follow-ups
- Log all help desk interactions and assist users through problem-solving processes
- Install, modify, and repair computer hardware and software
- Utilize diagnostic programs to resolve issues
- Gather feedback from colleagues and external users on departmental services
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or relevant field, or equivalent work experience
- Proven work experience in a senior support role
- Strong technical knowledge and hands-on experience in computer networks, network administration, and installation
- Experience in tier one support and troubleshooting various IT issues
- Excellent problem-solving and analytical abilities
- Strong leadership and decision-making skills
- Excellent written and verbal communication skills
- Ability to manage teams and perform under pressure
- Certifications in relevant IT fields are advantageous
- Entertainment and Media industry experience is beneficial
- Experience managing medium-sized environments with both Windows and macOS
Preferred Qualifications
- Advanced working knowledge in Linux administration, AWS, Azure, GCP, and other relevant technologies
- Previous experience with Crowdstrike, Google Workspace, M365, and others
- Certifications or skills in various IT tools and platforms
Interview Process: At Flawless, our interview process aims to showcase your best self through project discussion and simulated work scenarios.
- Recruiting Screen: Initial call with recruiting team
- Hiring Manager Screen: Focuses on problem-solving and troubleshooting skills
- Final Interviews: Onsite interview with potential colleagues
Your Recruiter and manager will guide you through the process, and feedback will be provided if an offer isn't extended.
Why work at Flawless? Join an environment built on trust, autonomy, and collaboration during this exciting phase of company growth. You can help shape a caring, creative, and collaborative future.
Additional:
- Autonomy in work
- Hybrid working environment
- Competitive salary
- Stock options
We maintain an equal opportunity work environment, dedicated to providing fair employment opportunities regardless of various factors and backgrounds.