Technology Experience Specialist

Job Description

The Role

As a Technology Experience Specialist (TES) within the N-Tech team, you will provide advanced Level 2 support to Netflix and FAN staff, ensuring smooth operation across Linux, Windows, and Mac systems. This role involves handling medium to complex technical issues independently, collaborating with global teams, and driving continuous improvements. Strong problem-solving skills, effective communication, and a proactive approach are essential.

Technical Responsibilities (Day to day responsibilities):
• Customer Interaction & Ownership: Serve as the primary IT contact for internal staff, taking full ownership of issues and driving them to resolution.
• Ticket Management: Resolve incidents in line with global SLA structures, providing timely and effective solutions.
• System Installation & Maintenance: Install, configure, and maintain operating systems (Linux, Windows, Mac), antivirus, and other authorized software; manage user accounts in Active Directory.
• Network & System Monitoring: Monitor and troubleshoot computer systems, networks, hardware, and software issues.
• Security & Updates: Ensure all workstations receive the latest security patches and software updates.
• Escalation: Adhere to escalation procedures, ensuring unresolved issues follow service level agreements.
• Innovation & Automation: Implement new solutions for complex technical challenges, aligning with global IT standards.
• Asset Management: Assist Tracking IT assets, ensuring proper assignment and maintaining technical documentation.
• Procurement & Inventory: Assist in procurement, stock management, and equipment movement, maintaining adherence to inventory protocols.
• Complex Problem Solving: Handle complex issues through in-depth analysis, providing tailored solutions and adapting processes as necessary.
• Operational Alignment: Ensure actions align with departmental objectives.

Communication, Collaboration & Relationships Development

The role emphasizes fostering strong working relationships within the immediate team and with stakeholders, while maintaining open channels for feedback and information exchange.
• Effective Communication: Engage with global IT and other departments, providing clear updates on status and impacts.
• Cross-Department Collaboration: Partner with Production and IT teams to refine workflows and troubleshooting strategies.
• Teamwork & Support: Support a collaborative team environment, offering mentorship to peers and interns.
• Vendor Interaction: Manage vendor relationships to ensure efficient service delivery.
• Detail-Oriented: Maintain attention to detail in communication and task management.
• Proactive Updates: Regularly inform the team of work progress and potential impacts.

Skills and Requirements:
• Diploma or bachelor's degree in Computer Science or equivalent experience.
• 5 years of system helpdesk experience in Media/Entertainment or a similar environment and with VFX applications (e.g., Nuke, Maya, Houdini).
• Problem-Solving: Skilled in troubleshooting and diagnosing complex issues.
• Documentation: Proficient in creating knowledge-base articles and user stories.
• Proactive Improvement: Continuously seeks to enhance user experience and support strategies.
• Project Management: Exposure to project management best practices.
• Collaborative: Works well within a team, effectively communicates with stakeholders.
• Self-Directed: Capable of working independently with minimal supervision.
• Flexibility: Participation in a rotating on-call schedule and willingness for after-hours support and travel.

Technical Skills:
• Integration of devices (printers, scanners, tablets) with Linux, Mac, and Windows.
• Experience with Active Directory, basic TCP/IP, and Layer 1–3 networking.
• Basic understanding of VLANs, firewall operations, and scripting (Bash, PowerShell, Python).
• Experience with Linux, Windows 10, macOS, Google Suite, software licensing, and remote support.
• LEAN & AGILE Methodologies: Knowledge of LEAN for process improvement and AGILE for adaptability in support and project management.
• Ticket Management Systems: Experience with ticketing systems is highly desirable.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.

Jobcode: Reference SBJ-rzw173-3-144-117-52-42 in your application.