It Technical Support Engineer

JOB SPECIFICATION

IT TECHNICAL SUPPORT ENGINEER

STATUS: Full Time, Salaried
LOCATION: On-Site, Splashlight Studios, 75 Varick Street, NY, NY 10013

REPORTS TO: VP, IT & Security

SPLASHLIGHT STUDIOS

Founded in 2002, Splashlight (www.splashlight.com) is an innovative and industry-leading visual content partner providing strategy, creative direction, and production of photography and digital video services to the largest players in the fashion and retail industry. Splashlight has helped to perfect the e-commerce, catalog, and marketing content of many of the most successful brands in America. Current innovations include new enhancements that help clients improve the quality and performance of their visual content by using advanced measurement analytics. Splashlight has built a reputation for the finest fashion photography & video. Join us at the helm of eCommerce's high velocity & max volume world. Splashlight is headquartered in New York City.

JOB SUMMARY

Splashlight's IT Technical Support Engineer (TSE) is responsible for initial triage, incident reporting, and troubleshooting of technical issues reported by Splashlight employees. The TSE will monitor and administer the Splashlight HelpDesk ticketing system, manage calls and emails, and work independently to resolve and close these user support requests. The TSE will utilize 3rd party contracted TECHNICAL SUPPORT assistance as well as internal ITOps and DevOps staff to resolve issues where escalation is required. He or she will also be expected to make recommendations on improvements to the current support systems and processes.

PRIMARY RESPONSIBILITIES

• Act as the primary contact for all Splashlight IT and TECHNICAL SUPPORT issues under the direction of the VP, IT & Security, and team.
• Provide end-user support for laptops, workstations, displays, phones, printers, cables and related software.
• Setup and maintenance of end-user systems, including installation and updates of OS, software applications, and drivers.
• Perform user onboarding and offboarding activities, including setting up and rescinding accounts (e.g. G-Suite) and other internal and externally hosted server accounts, business applications, and SaaS services.
• Manage and respond to all IT helpdesk tickets relating to user IT and infrastructure issues relating to the storage management of images and videos created by Splashlight Studios and its customer projects.
• Manage and assist with established backup and disaster recovery procedures and service user requests to restore files and folders.
• Perform triage and resolution of level 1 support issues and escalation of level 2 support issues to third-party support functions where required.
• Monitor endpoint security (EDR), ensuring quarantine & remediation of security issues and patches. remediation of security issues uncovered by vulnerability and threat protection scans.
• Assist with WiFi, Firewall, IT infrastructure projects, and maintenance.
• Assist the VP, IT & Security in compliance activities and upholding policies.

SKILLS AND REQUIREMENTS

Must haves;

• Bachelor's Degree in an Information Technology Field, Computer Science, or similar experience.
• Knowledge of Microsoft Windows and Apple OSX/macOS, Android, and iOS mobile devices.
• Excellent organizational and time management skills, ability to work independently, and the ability to manage contracted 3rd party support efficiently and productively
• Team player, resourceful, comfortable, and polite with face-to-face interaction when troubleshooting with internal staff and external clients
• Strong listening skills, able to fully understand and document issues for future knowledge base reference or escalation, and must be willing to learn new technologies
• Strong ability to research, and leverage search technologies in pursuit of technical knowledge when troubleshooting and learning
• Superb problem-solving skills, self-motivated to pursue answers until completely resolved
• Excellent oral and written communication skills.

Nice to have;

• Google G-Suite, Office 365, and Adobe Creative Suite administration
• FreshDesk or other ticketing systems
• JIRA, Confluence
• Meraki
• AWS
• WAF / Firewall Administration
• QNAP / NAS Management
• Sophos
• EDR (e.g. VMWare Carbon Black)

PERKS & CULTURE

Splashlight offers a competitive salary and benefits package including:

• Medical, Dental, Vision, Parental Leave, Long and Short term Disability, Life Insurance
• 401K with matching
• Commuter and Flex Spending
• Generous Vacation Policy & 10 paid holidays
• Pet-friendly environment
• 60,000 square feet of upbeat, stylish studio space

Our culture is founded in partnership, collaboration, and respect internally & externally.

We work as a team, win as a team, and help one another.

Our team's mantra - When you are strong, we are strong. Because you are Splashlight.

The salary range represents the expected salary range for this role. Ultimately, compensation is determined by level of experience, location, and other job-related factors.

Supplemental Application: https://forms.gle/SdxqnVY5EjSMBZMC6

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Splashlight is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Splashlight is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Splashlight are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Splashlight will not tolerate discrimination or harassment based on any of these characteristics.