Technical Support Engineer - Labs

Framestore is an Oscar, Bafta, and Emmy award-winning global creative company working in film, advertising, AR/MR/VR, theme park dark rides, and pre/post visualisation work among many other creative endeavours.

Framestore's Labs Division are a team of developers, designers, technologists, producers and creatives who build brand experiences that fuse technology and design to create cinematic signage experiences. We provide a diverse output of work, including:

• Digital Signage Systems
• Large atrium/lobby installations
• Installations in the public arena, e.g. galleries, retail, location-based entertainment

Our Labs' team are looking for a full-time NYC-based Technical Support Engineer to help design and support our integrated systems. If you enjoy working with technology and supporting a team of content providers for an award-winning VFX company that has a global presence then this role could be for you.

What you’ll do:

• Install client systems: physical on-site hardware installation, as well as remote configuration. Our work at times takes place outside of normal working hours, and in different global locations depending on project requirements.
• Assist in setting up & maintaining our staging systems at Framestore: This is everything from working with AV technology to building computer hardware, configuring OS’s and testing various software solutions
• Create Hardware and AV system designs: drawing up network and AV designs, hardware topology diagrams, and rack elevations etc for our client SOW and our own internal documentation
• Coordinate with internal and external partners regarding our projects: This will involve liaising with both internal Framestore personnel, client teams and 3rd party technical partners to coordinate installations, troubleshoot hardware & software issues, and carry out maintenance
• Oversee Tier 1 support queues: triaging our ticketing systems, dealing with client issues where possible, and escalating to Tier 2 support where applicable.
• Maintain our Support Infrastructure: Making sure all deployed systems are fully functional and working as expected, accounting for new projects and hardware as they are deployed. A majority of our servers run Ubuntu, so experience with Linux systems is key.
• Create and maintain internal records: due to the global nature of our work, we rely on up-to-date records of all hardware installations we have at clients sites in order to assist with remote planning and troubleshooting. Our engineering/support team are required to update these records as necessary to maintain an accurate overview of hardware and software configurations, specifications and onsite installations for future reference. You will also be required to write up clear and understandable documentation to outline new processes and troubleshooting steps when necessary.
• You will work both intuitively and with the wider Labs team to map out installations across multiple projects from the design/planning stage through to onsite deployment.

Requirements

We are looking for a self-motivated and organised individual with attention to detail and the ability to see a project through from conception to delivery. You should be enthusiastic about computer systems and be interested in visuals - as our projects mainly revolve around beautifully crafted real-time interactive graphics. The ideal candidate will be someone who also enjoys a varied workday with the scope to learn new skills and explore the areas of computing, AV and digital signage. This is a varied role that requires the ability to learn quickly and take ownership of tasks, so someone who is used to working in a fast-paced environment and adapting to changing needs would be best suited to this role.

What we are looking for:

• Based in New York City area, within commutable distance to our offices at 61 Broadway and able to work from the office at least 3 days a week
• Video Display chain knowledge (HDMI and DVI, not SDI): extenders, EDIDs, etc
• +2 years experience as a systems Administrator or equivalent demonstrable experience working with/managing computer systems
• Experience with OS configuration, as well as application installation & maintenance across both Ubuntu and Windows OS
• Prior experience in a technical support and/or client facing role
• High level written and verbal communication skills - must be comfortable communicating technical information with clients, colleagues and 3rd parties
• Expe