Service Desk Engineer
GPL Technologies
San Jose, CR
hace 6 días


At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm that cater to some of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights.  


As a Service Desk Engineer, you will oversee all aspects of technical support operations including the maintenance, analysis, troubleshooting and repair of infrastructure. This includes providing documentation while maintaining and updating software pertinent systems. In addition, this role supports and manages all IT tickets with updates, statuses, and resolution information. Working with a vast and complex array of technologies in an environment where the client always comes first, you will also: 

  • Provide front-line phone support to clients via remote assistance and when required, go on-site to resolve issues.  
  • Triage client issues and rapidly resolve or escalate to Project Engineers or Senior Engineers.  

  • Be accountable for customer satisfaction of delivery of services, responses to request, and escalation management. 

  • Create scripts for automated repetitive processes.  

  • Validate backup scripts and data integrity.  

  • Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management.  

  • Clearly document actions taken in our ticketing system, working with senior engineers to ensure client environments are healthy and SLA goals are met.  

  • Assist operations staff with inventory management.  

  • Maintain vendor certifications and engage in continuing self-improvement studies.  


You have previous experience as a Systems Administrator, combined with advanced Service Desk capabilities (remote and in-person). Along with the fortitude, patience and continuous improvement focus that’s required to thrive in a fast-paced support or help desk environment, you are able to identify broken processes and provide solutions. In addition, you have experience with: 

  • Office 365 support abilities 

  • SaaS applications (i.e., Google suite, Zendesk, Okta support/administration) 

  • Directory administration, user/group management, GPO, DHCP, DNS, etc.  

  • Basic Networking – Firewall rules, switch VLAN and ACL configuration, wireless and troubleshooting.  

  • Windows/Mac/Linux everyday tasks and endpoint administration.  

  • VMware and SANs support.  

  • Virtualized System Administration (knowledge in VMware and Hyper-V).  

  • Remote monitoring and management tools to troubleshoot and fix issues.  

  • Basic Media and Entertainment LOB support (Maya, Nuke, Deadline, etc).  

  • License servers and how to add licenses and reset services. 

  • Render Farms and Media workflows. 

  • Advanced Desktop support. 

  • Signal over HDMI and SDI.  

  • Tape restore requests. 

  • Assisting and maintaining “golden” images for common workstation configurations.  

While not required, you will strengthen your application with: 

  • Any of the following certifications: Microsoft Certifications, Cisco, Red Hat, Linux+, Aerohive ACWA, Aruba ACMA, Palo Alto PCNSE, EMC ISA, Dell Certifications, ITIL Foundation.   

  • Scripting skills in Python  


We provide a competitive compensation package, including health benefits for full-time employees. Our belief in work-life balance aligns well with our very liberal vacation and personal time policy. Above all, you'll be a part of a great team of people serving a vibrant and exciting community of creative media companies around the globe.  

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