Provide 2nd and 3rd line support for complex user, system, and platform issues
Troubleshoot advanced Windows and macOS problems at OS and application level
Act as an escalation point for incidents affecting studio productivity
Balance reactive support with proactive system improvement
Support and administer cloud infrastructure
Maintain SaaS platforms such as Microsoft 365, Google Workspace, Jira, Confluence
Support VPN, secure remote access, and hybrid connectivity
Contribute to automation efforts across systems, infrastructure, and operations
Own endpoint management via Intune, JAMF, or similar MDM platforms
Support backup, recovery, and business continuity solutions
Participate in cross-environment infrastructure planning and integration
Automate routine administration using PowerShell, Bash, or Python
Support and troubleshoot LAN, WAN, and cloud networking
Configure and maintain VLANs, routing, switching, and Wi-Fi
Act as a technical escalation point and mentor to junior team members
Identify opportunities to improve reliability, automation, and user experience
Lead or actively contribute to technical initiatives across systems, platforms, and service operations
Ensure technical knowledge is documented and accessible to support effective operations
Act as a technical escalation point and mentor to junior team members

6+ years experience across IT support, systems, infrastructure, or networking roles
Strong hands-on experience with Windows and macOS
Experience with cloud platforms (Azure/Gsuite/AWS preferred)
Solid networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
Experience with identity, access management, and endpoint security
Practical scripting and automation experience
Proven experience supporting production-critical environments
Experience in game development, VFX, or creative technology (nice to have)
Familiarity with Unreal Engine, Unity, Perforce, or build pipelines (nice to have)
Familiarity with infrastructure-as-code and automation frameworks (Terraform, Ansible, Azure, AWS) (nice to have)
ITIL, cloud, or networking certifications (nice to have)
Flexible and resilient in a high-volume, fast-moving work environment
Pragmatic, reliable, and solutions-focused
Technically curious and hands-on
Calm and methodical during incidents
Comfortable owning systems and seeing improvements through
Enjoys improving systems rather than just maintaining them

Senior IT Support Analyst

Key skills