Job Description & How to Apply Below
The Support Technical Lead is a senior member of the Support team, responsible for overseeing technical support operations within Wētā FX’s studios, leading the delivery of a technical function. They also contribute to incident resolution, request and change management, and provide project-based technical leadership.
The Support team provides technical support to the Wētā FX crew (both on‑premises, on location and remote) through the timely resolution of incidents and services requests as well as contributing to the delivery of IT and business‑related services and projects. They provide, manage, and maintain much of the physical and virtual technology used directly by the end users, e.g., Workstations (HP Z640, Z8, Lenovo P520, P620 and P8 workstations with Nvidia workstation GFX cards), Desktop devices (Dell Optiplex 7090, and Precision 3460), Eizo CG2730 monitors and supporting Color Navigator software with DCI‑P3 targets, Apple Silicon Laptops (M1 – M4) and a Calibrated Sony Bravia A95L Television with DCI‑P3 targets in the workplace.
Responsibilities:
Oversee and lead IT technical support for the Vancouver studio, which is comprised of Visual Effects Artists, Visual Effects Production Managers and Visual Effects administrative employees
Provide project technical leadership and leads the delivery of technical initiatives, operations and/or functions
Partner with Department Managers and Show Producers to identify and oversee IT requirements across multiple projects simultaneously
Assist employees by the timely resolution of incidents, problems and service requests
Work closely with, assists and escalates to the Support Manager
Solve complex problems and escalations via in-depth experience across multiple operating systems and familiarity with a range of applications and an advanced understanding of specific systems, as used at Wētā FX
Provide guidance and support to other team members
Provision and configure the hardware and software licenses required by visual effects employees
Provide technical and logistical expertise for the timely resolution of incidents and service requests raised by employees
Follow agreed processes and maintain accurate records in our designated systems
Demonstrate excellent customer service skills and collaborate with peers across global technology teams
Ability to work autonomously and make effective data‑drive decisions for IT requirements, at times without the ability to consult with line managers
Complete project work, upgrades or other assigned tasks as required
Manage and maintain IT inventory by keeping accurate records and conducting audits
Manage IT resources and ensure they are maintained, organized, implemented and utilized both prudently and appropriately
Required Skills:
Minimum of 5 years’ experience providing IT related support in visual effects or broadcast tv
Experience in a supervisory role
College certificate or diploma in a computer technology related field
Advanced understanding of RGS/TGX/HP Anywhere connectivity tools, with a detailed knowledge of performance configuration and optimization
Experience with colour calibration display devices, with a focus on DCI‑P3 colour space
Understanding of network hardware, configuration and troubleshooting, especially as it relates to remote connectivity
Advanced understanding of Windows Administration, including AD, Intune and SCCM
Experience with editing support, including Avid interplay – Avid Media Composer
Visualization knowledge with VMware ESXi, vCenter, Hyper‑V, Proxmox
Experience providing IT related support for Mari, Maya, Nuke, Houdini, Katana, Plow, Manuka and Katana software packages in a visual effects environment
Ability to work extended hours, weekends or statutory holidays when required for project delivery
5 years’ desktop support experience of the following Operation Systems;
Windows 10 or 11, MacOS 10.14 or higher, Ubuntu Linux 18.04 or higher
Familiarity with i86 and Apple hardware
Experience with AV and video conferencing technologies
Customer service knowledge and skills,…
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