About the Position

We are looking for a Support Technician to be the first line of technical support at our GBK Asia studio in Mumbai. This role is essential for providing technical assistance to our team, consisting of artists and production personnel, and offering support for the GBK Europe Studio when necessary.

As the onsite IT contact, you will work closely with the first-line support team in Stockholm to coordinate support coverage across the global business. Additionally, you will collaborate with the IT and Systems Manager, Senior Engineers, and other technical staff to maintain, build, and improve the IT infrastructure for the Mumbai studio. Your excellent communication skills, along with the ability to stay calm under pressure, will be crucial in resolving business-critical issues effectively.

This role offers a dynamic, fast-paced environment with the opportunity to support the growing technical needs of the studio. You will be involved in new project deployments and might occasionally need to work outside regular hours (with time off in lieu) for system maintenance and deployments.

Key Responsibilities

Technical Support & Troubleshooting

• Provide support by troubleshooting and resolving hardware, software, and network issues.
• Install, configure, and maintain workstations, peripherals, and software tools.
• Collaborate with the Head of Technology to support pipeline workflows and ensure smooth technical operations.
• Manage IT inventory, ensuring all systems are functioning properly.
• Offer technical training and guidance to team members as needed.

Issue Tracking & Resolution

• Track and resolve technical issues within agreed time limits.
• Assist artists and staff through a series of steps to resolve technical issues.
• Follow up with users to ensure that issues have been successfully resolved.
• Escalate unresolved issues following standard procedures and provide feedback to users in a timely manner.
• Maintain detailed records of various issues and solutions for future reference.

System & Technology Management

• Support the rollout of new applications and technologies.
• Test and evaluate new systems and technologies to improve performance.
• Document technical knowledge and solutions for future reference.
• Monitor resource forecasting and manage the purchasing process for new resources required.

Collaboration & Communication

• Provide clear, step-by-step technical support to users, both verbally and in writing.
• Collaborate with global teams to ensure seamless IT support across regions.
• Manage multiple technical issues simultaneously and prioritize tasks based on urgency and severity.

Requirements

• Technical Knowledge:
  • Proficiency in Linux, Windows, and MacOS.
  • Familiarity with networking concepts such as IPv4, routing, VPN, DHCP, DNS, VLANs.
  • Experience with G-Suite and cloud-based applications.
  • Strong troubleshooting and problem-solving skills.
• Communication Skills:
  • Excellent verbal and written communication skills, particularly in English.
  • Ability to explain technical information in a clear and accessible manner to users with varying levels of technical knowledge.
• Organizational Skills:
  • Strong organizational and time management skills to handle multiple issues simultaneously.
  • Ability to prioritize tasks based on severity and urgency.
• Personal Qualities:
  • A positive, proactive attitude with a strong desire to provide excellent support in a production environment.
  • Interested in the latest technical advancements within the industry.

Desired Skills

• Education: A degree in a relevant field is an advantage but not required.
• Technical Skills:
  • Familiarity with system administration tools and processes.
  • Experience with firewalls, routers, switches, and other network devices.
  • Entry-level scripting knowledge (e.g., Python, Bash, VB).
  • Familiarity with VFX pipelines, including software packages like Maya, Houdini, Nuke, VRay, etc.
  • Understanding of film imagery, image file formats, and codecs.
  • Familiarity with high-capacity storage systems.

If you’re a problem solver with a passion for technology and a drive to support a creative environment, we’d love to hear from you. Apply today to join our talented team!