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Senior IT Work Desk Support

2 weeks ago

Petaling Jaya, Selangor, Malaysia Omens Studios Full time $60,000 - $120,000 per year

As a Senior IT Work Desk Support, you will be responsible for providing fast, efficient, and advanced technical assistance across the organization. This role requires a deep understanding of computer systems, software, and networks, coupled with strong problem-solving abilities. You will lead efforts to troubleshoot issues, optimize workflows, and ensure that all workstations are functioning smoothly. Your role will be crucial in maintaining the productivity and satisfaction of the workforce by delivering high-quality IT support.

Responsibilities:

  • First Point of Contact:
    Serve as the primary point of contact for all technical assistance requests, representing the IT department with a customer-centric approach.
  • Advanced Troubleshooting:
    Perform in-depth diagnostics and troubleshooting for hardware, software, network, and server issues. Use your expertise to determine the best solutions for complex technical problems.
  • Remote Support:
    Provide remote troubleshooting assistance, guiding users through problem-solving processes with clarity and patience.
  • Documentation:
    Maintain accurate logs of technical issues, resolutions, and follow-up actions. Ensure all records are up-to-date and easily accessible.
  • Workstation Management:
    Ensure that all workstations are equipped with the necessary software, patches, and licenses, and conduct regular maintenance checks to prevent technical issues.
  • Cleanliness & Organization:
    Oversee the organization and cleanliness of IT workspaces, server rooms, and storage areas to maintain a productive and safe environment.
  • Cross-Department Collaboration:
    Work closely with the studio management and other departments to ensure that all IT needs are met, particularly during critical production phases.
  • Continuous Improvement:
    Participate in IT-related projects aimed at improving processes, workflows, and overall system efficiency.
  • Customer Support:
    Provide high-level support to users, ensuring that technical issues are resolved promptly and effectively, with a focus on minimizing downtime.

Requirements:

  • At least 5 years of experience in IT support, with a minimum of 2 years in a senior or leadership role.
  • In-depth knowledge of hardware, software, and network systems.
  • Up-to-date understanding of the latest IT trends and software developments.
  • Familiarity with remote support tools and advanced troubleshooting techniques.
  • Proficient in supporting and troubleshooting creative software used in animation, such as Autodesk Maya, Adobe Creative Suite, Nuke, and other industry tools.
  • Strong understanding of hardware, software, and networking, with a focus on the unique needs of animation production.
  • Experience with remote support tools tactical server, rustdesk server and advanced troubleshooting techniques.
  • Familiar with Window AD, DNS, DHCP
  • Strong knowledge on open source pfsense setup and troubleshooting.
  • Able to handle Linux system Centos, Ubuntu, Redhat & Advanced troubleshooting.
  • Familiar with python language troubleshooting.
  • Backup and disaster recovery
  • Strong knowledge on Server Storage ZFS, BTRFS and other tools
  • Able to handle mirroring raid 1/2/3/4/5
  • Must know how to handle apache subversion.
  • Excellent problem-solving abilities, with a proactive approach to diagnosing and resolving complex technical issues.
  • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Ability to work well with diverse teams and establish good working relationships quickly.
  • Willingness to work flexible hours when necessary to address urgent technical issues.
  • A strong understanding of networking would be a significant advantage.

Preferred Qualifications:

  • Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar credentials.
  • Previous experience in supporting IT systems in an animation studio or similar creative environment.