Senior IT Desktop Support Engineer

Job Overview:

The Senior IT Desktop Support is responsible for providing high-quality technical support to employees across the studio, ensuring artists, production teams, and business users can work efficiently with minimal downtime.

This role focuses on end-user computing, including workstation deployment, hardware and software support, user account administration, IT asset management, and day-to-day technical troubleshooting. The Senior IT Desktop Support serves as our main escalation point for desktop issues, and contributes to improving IT processes and documentation.

The role works closely with the Systems Support Engineer on network and server-related issues but is primarily responsible for desktop support and end-user experience.

Responsibilities:

End User Support:

•  Serve as the primary point of contact for desktop and end-user technical support requests.

•  Diagnose and resolve hardware, operating system, software, peripheral, and network connectivity issues.

•  Provide both on-site and remote technical support in a professional and customer-focused manner.

•  Prioritize and resolve support requests within agreed service levels while maintaining excellent customer satisfaction.

•  Escalate infrastructure, server, or network issues to the Systems Support Engineer when appropriate.

Workstation Deployment & Maintenance:

•  Build, test and deploy desktop computers.

•  Install, configure, deploy, and maintain Windows desktop and laptop computers.

•  Perform workstation imaging, setup, upgrades, repairs, and replacements.

•  Install and configure printers, scanners, monitors, drawing tablets, and other peripherals.

•  Ensure all workstations remain updated with approved software, security patches, antivirus protection, and operating system updates.

•  Perform preventative maintenance to minimise equipment failures and downtime.

Software Support:

•  Install, configure, activate, and troubleshoot business and creative software, including: Autodesk Maya, Autodesk Shotgrid, Adobe Creative Cloud, Nuke, Microsoft Office, Google Workspace etc. 

•  VPN and remote access software

•  Other production applications used by the studio

•  Manage software licensing and assignment, and assist users with software licensing and application-related issues.

User Administration:

•  Create, modify, and deactivate user accounts following company procedures.

•  Manage Active Directory user accounts, security groups, and permissions.

•  Support password resets, multi-factor authentication (MFA), and user access requests.

Asset Management:

•  Maintain accurate records of IT assets, including desktops, laptops, monitors, mobile devices, peripherals, and software licences.

•  Perform regular hardware and software asset auditing, and ensure hardware health and strict software licensing compliance.

•  Coordinate hardware procurement, warranty tracking, repairs, and equipment replacement.

•  Prepare IT equipment for onboarding and offboarding employees.

Documentation & Process Improvement:

•  Maintain clear documentation, knowledge base articles, and standard operating procedures (SOPs).

•  Record incidents, resolutions, and recurring issues in the IT ticketing system.

•  Identify recurring problems and recommend improvements to enhance user experience and operational efficiency.

•  Assist in developing and improving IT support standards and workflows.

Project Support:

•  Participate in desktop refresh projects, software rollouts, and IT improvement initiatives.

•  Support testing and deployment of new hardware and software solutions.

•  Assist with IT setup for company events, meeting rooms, and production requirements.

Qualifications:

·      Diploma or Degree in Information Technology, Computer Science, or a related discipline.

·      Minimum 5 years of experience in IT Desktop Support or End User Computing.

·      Proven experience supporting Windows desktop environments in a corporate setting.

·      Strong knowledge of Windows 10/11 and Linux administration and troubleshooting.

·      Experience supporting Microsoft 365, Google Workspace, and common business applications.

·      Good understanding of Active Directory, user account management, and Group Policy fundamentals.

·      Familiarity with remote support tools such as RustDesk, Tactical RMM, TeamViewer, AnyDesk, or similar platforms.

·      Strong hardware troubleshooting skills for desktops, laptops, monitors, printers, and peripherals.

·      Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

·      Excellent problem-solving and analytical skills with the ability to diagnose technical issues efficiently.

·      Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

·      Well-organised with strong documentation habits and attention to detail.

·      Able to work independently, prioritise multiple requests, and perform effectively in a fast-paced production environment.

·      Willingness to provide occasional after-hours support for planned maintenance or critical business needs.

·      Preferable to have previous experience in supporting IT systems in a mid to large sized animation studio or similar creative environment.