Systems Support Engineer
About The Position
As a Systems Support Engineer at GPL Technologies, you will be the first point of contact for clients experiencing IT issues. You will troubleshoot and resolve technical problems, escalate complex issues, and provide excellent customer service. The role involves providing support by phone, email, and ticketing system, and collaborating with other engineers to resolve issues promptly and maintain high client satisfaction. Candidates based in the Los Angeles area are preferred, though out-of-state candidates may be considered for the right fit. GPL Technologies provides technology services and leadership to creative companies, including Hollywood movie studios, gaming companies, visual effects houses, and advertising firms. The company aims to expand its global presence and build a team of technology specialists who empower creative professionals.
Requirements
- At least 2 years of relevant IT support experience.
- Skills administering macOS and Windows.
- Basic experience administering Google Workspace and/or Microsoft 365 environments.
- Solid knowledge of IT concepts, troubleshooting methods, remote desktop tools, and basic networking.
- Strong communication, interpersonal, and problem-solving skills, with attention to detail.
- Ability to explain technical issues to non-technical users.
Nice To Haves
- Experience with Zendesk, ServiceNow, ConnectWise, or another ticketing system.
- CompTIA A+, ITIL Foundation, or other relevant certifications; preferred but not required.
Responsibilities
- Provide first-level IT support for desktop, software, hardware, and network issues.
- Respond promptly to tickets by phone, email, and ticketing system.
- Resolve common issues such as password resets, connectivity problems, and application support.
- Administer and support macOS and Windows endpoints.
- Perform basic administration in Google Workspace and Microsoft 365 environments.
- Document, categorize, and prioritize incoming issues in the ticketing system.
- Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when needed.
- Follow up with clients to ensure issues are resolved satisfactorily.
- Maintain a professional, patient, and positive approach with clients.
- Explain issues and solutions in clear, non-technical language.
- Monitor system alerts and notifications, and escalate identified issues to the appropriate teams.
- Perform basic remote system maintenance and updates as needed.
- Create, update, and maintain documentation for common issues and solutions.
- Stay current with relevant technologies, tools, and best practices, and participate in training.
Benefits
- 401(k) employer match of up to 4% of annual base salary.
- Comprehensive medical, dental, vision, life, and accident insurance.
- Paid time off.
- Opportunities for professional growth, including access to training programs and certifications.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
