THE COMPANY At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology solutions to creative users by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that caters to some of the world’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand our presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights. We want you to be a part of that vision. THE POSITION As a Service Desk Engineer, you’ll be a part of GPL’s global service desk operations, working hand in hand with your teammates to support every element of IT operations for our customers. This is a frontline position where you will interact constantly with end users at customers across the country and around the world, so a cool head, excellent customer service skills, and sharp technical chops are crucial elements for success in this role. You’ll be expected to communicate at a college level (even if you don’t have a degree) and have top-notch problem solving skills that enable you to quickly get to the root cause of a problem. This position is all about resolving issues with minimum disruption and maximum customer satisfaction. Some of the key duties you’ll be handling include: Provide front-line phone support to clients via remote assistance and when required, go on-site to resolve issues. Triage client issues and resolve within SLA or escalate to Project Engineers or Senior Engineers. Be accountable for complete customer satisfaction regarding delivery of services, responses to requests, and escalation management. Create / Refine standard operating procedures for repetitive processes. Validate backup data integrity and restore processes. Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management. Clearly document actions taken and next steps required in our ticketing system, working with senior engineers to ensure client environments are healthy and SLA goals are met. Assist operations staff with inventory management. Maintain vendor certifications and engage in continuing self-improvement studies. THE CANDIDATE Along with the fortitude, patience and continuous improvement that’s required to thrive in a fast-paced service desk environment, you’ll be expected torapidly identify broken processes and provide solutions, documenting your work in detail and sharing knowledge with your teammates. In addition, you’ll need to have experience with the majority of the following technologies: Office 365/Microsoft 365/Google Workspace SaaS applications (i.e. Box.com, Zendesk, Okta support/administration, etc.) Active Directory administration, user/group management, NTFS permissions, GPO, DHCP, DNS, etc. Basic Networking – Firewall rule updates, switch VLAN and ACL configuration, wireless network troubleshooting. Advanced Windows/Mac/Linux support and endpoint administration. Virtualized System Administration (knowledge in VMware and Hyper-V). Remote monitoring and management tools to troubleshoot and fix issues. Basic Media and Entertainment LOB support (Maya, Nuke, Deadline, etc). License servers and how to add licenses and reset services. Render Farms and media workflows. Tape restore requests. Assisting and maintaining “golden” images for common workstation configurations. While not required, you will strengthen your application with: Any of the following certifications: Microsoft Certifications, Cisco, Red Hat, Linux+, Aruba ACMA, Palo Alto PCNSE, EMC ISA, Dell Certifications, ITIL Foundation. Scripting skills in Python and/or Powershell THE PACKAGE We provide a very competitive compensation package, including health benefits and 401k with employer match for full-time employees. Our belief in work-life balance aligns well with our very liberal vacation and personal time policy. Above all, you’ll be a part of a great team of people serving a vibrant and exciting community of creative companies around the globe.