Job Title: 1st Line Support Engineer
Feature: Bad Fairies
Location: Central London with occasional travel
Reports To: Senior Desktop Support
Contract type: Full time, 1 year with potential to extend.
Start date: October 2024

This role requires a UK based Right to Work. You will also need to be able to work from the studio. We cannot accept applications outside of the UK, nor are we offering relocation for this role.


About Locksmith Animation:
Locksmith is a dedicated high-end CG animation studio. The Company aims to bring together
experienced, world class creative leads, Europe’s animation and design talent and global premiere digital production facilities to produce competitive quality family films and high-end series for global commercial release through their distribution partners. Our first feature Ron’s Gone Wrong for 20th Century Studios and Disney was released to critical acclaim in 2021. We are working on promoting our second feature film That Christmas written by Richard Curtis for release later this year. Currently in production is Bad Fairies, a musical set in London with Warner Bros.

LSA is an Equal Opportunity Employer who agrees not to discriminate against any employee or job applicant because of race, colour, religion, national origin, sex, physical or mental disability, or age.


Key Purpose of the job:

As the IT Support Engineer, you will be helping to look after all the technical demands of the staff. You’ll be reporting to the Senior Desktop Engineer on site, as well as working with an external remote team to ensure that tickets are looked after as quickly and thoroughly as possible.

We are looking for someone who is passionate about technology, film and animation. You’ll be the first port of call for the majority of problems, so patience and attention to detail will be very valuable in this role. When the issue is outside of your expertise, you’ll also need to know when to escalate it to the rest of the team and work with them to solve the problem in an efficient manner.

Ideally we need someone who has experience in customer support and enjoys helping people, preferably within the technological field. This is a one year role with the potential to extend. Come and be part of an exciting team and help us make a movie!

Responsibilities:

• Provide 1st line support for our staff. This will include in person support on site and remote support via email/IM/phone for:
o Installing software and providing instructions for users on using that software,
o Supporting crew on accessing servers, logging in to VPN, accessing printers,
o Helping crew access new software ,
o Ensuring all IT calls are booked on the ticketing system and following up as necessary.

• Working closely with our external IT team to assign and solve tickets in an efficient manner.
• Working with the Front of House team to carry out office moves as needed.
• The ability to adapt quickly and identify when tickets need escalating.
• Determination to problem solve.

Requirements

• Great communication skills, both verbal and written.
• A drive to help people in a productive and friendly manner.
• The ability to prioritise well and know when to escalate issues that need it.
• Knowledge of both Windows and Mac. Linux would be useful too, but not required.
• A passion for technology that you’re willing to build upon.

Preferences:

• A background in customer support/service.
• An interest in filmmaking and animation.
• Familiarity with the Office 365 suite, both the user level (Outlook, Excel, Word etc) and the Admin Center.
• Experience with Active Directory and Group Policies.
• Experience of PC/laptop/mobile configuration and deployment.