Lead Technical Support Engineer

   "The AI company that's revolutionizing Hollywood"

Flawless is shattering the boundaries of traditional filmmaking with its groundbreaking suite of Gen AI film editing tools. Our mission is to empower filmmakers with cutting-edge technology that allows creativity without compromise, expands storytelling possibilities, and delivers unparalleled visual and emotional experiences.  We are also setting new standards in ethical AI by creating the Artistic Rights Treasury (A.R.T.), a rights management solution designed to protect artists and rights holders within the Entertainment landscape.

Reports to: Head of Information & Security: Paul McCourt

What we are looking for: We’re looking for a Lead Technical Support Engineer who thrives on solving complex IT challenges and is passionate about delivering top-notch support to teams. This role is perfect for someone who blends deep technical expertise with strong leadership skills, and who loves empowering others to do their best work.

Responsibilities

• Plan, organise, control, and evaluate IT operations and projects
• Monitor and analyse system and service performance metrics
• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance
• Design, develop, implement, and coordinate systems, policies, and procedures
• Ensure security of data, network access, and backup systems
• Act in alignment with user needs and system functionality to contribute to organisational policy
• Identify problematic areas and implement strategic solutions in a timely manner
• Audit internal systems, services for security and effectiveness
• Preserve assets, information security, and control structures
• Handle annual budget and ensure cost-effectiveness
• Provide first-line support to end-users facing issues with hardware, software, networking, and other computer-related technologies
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to higher-level staff
• Log all help desk interactions and guide users through problem-solving processes
• Install, modify, and repair computer hardware and software
• Run diagnostic programs to resolve problems
• Gain feedback from colleagues and external users about the services provided by the department

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience
• Proven working experience in a senior support role
• Strong technical knowledge and hands-on experience with computer networks, network administration, and network installation
• Experience in tier one support, including troubleshooting and resolving a wide variety IT issues
• Excellent problem-solving and analytical skills
• Strong leadership and decision-making skills
• Excellent written and verbal communication skills
• Ability to manage a team and work under pressure
• Certifications in relevant IT fields are an advantage
• Entertainment and Media industry experience an advantage but not necessary
• Experience with managing a medium-sized environment featuring a hybrid of Windows and macOS.

Preferred Qualifications

• Advantageous to have advanced working knowledge of some of the following: the implementation and administration of Linux (Rocky, CentOS, Ubuntu, AWS), Crowdstrike, AWS, Azure, GCP, Google Workspace, Unifi Networks, Atlassian suite, M365, Okta, EntraID, InTune