Technical Support Engineer

About Us:

Entertainment Partners is a global organization that has been a trusted production partner to the entertainment industry for over 45 years, helping clients create and produce great shows, choose the best production location, forecast, manage and track expenses, and pay crew and talent. As a global leader in entertainment payroll, production finance and production management solutions, EP delivers integrated, digital solutions to support every phase of production. EP brings together background casting and digital production technology with the Casting Portal, the leading SaaS-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.

Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada. We provide financial services to the Motion Picture, Television and Commercial industries along with production management and accounting software services. Entertainment Partners Canada prides itself on being the best in class from a product/services perspective but we are equally proud to have been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for all of our valued employees.

Job Summary: 
The Technical Support Engineer provides excellent customer service through desk-side support to all EP internal employees. Support includes computer imaging, deployment and moves, hardware/software installations and troubleshooting, printer configuration and maintenance, as well as assisting with asset management and end-user training. This person also serves as backup for phone support and proper routing and assignment of tickets. 

Key Duties and Responsibilities:

1.  Provide excellent customer service by taking ownership of reported end-user issues. This includes contacting the customer upon receipt of a ticket, validating the priority of the issue, scheduling service within the defined SLA’s, providing updates to customers accordingly and properly recording/categorizing/updating all customer incidents and requests in the ticketing system.
2. Troubleshoot and resolve hardware, software and network connectivity issues efficiently and accurately and escalate more complex, time-consuming issues to the Senior Service Desk Engineers, other IT teams or third-party vendors when necessary.
3. Setup, configure, test and maintain end-user PCs, Macs, monitors, printers, scanners, copiers and multi-function devices within established service level agreements.
4. Document and communicate all workarounds and root causes and post to the knowledge base.
5. Perform basic system administration such as enabling/disabling users in AD and mailboxes in the Exchange Management Console according to the approved User Access Management form, granting permissions, adding/removing/updating security groups and distribution lists, creating/deleting DHCP reservations for workstations and joining/disjoining workstations to the domain.
6. Respond to information security incidents immediately such as phishing, malware and spamming according to established procedures.
7. Maintain workstation, monitor and scanner/printer/copier/multi-function device inventory.
8. Move computer-related equipment as requested by clients and coordinate and communicate all changes to appropriate teams.
9. Work in conjunction with HR to setup, assign rights and configure workstations during the employee-onboarding and exiting processes.
10. Provide end-user training for COTS software and basic computer functionality either in-person or by training video tutorials.
11. Serve as a backup for taking calls routed to the Global Service Desk.
12. Perform daily/weekly cleanup of individual workspace and Service Desk areas as needed.
13. Troubleshoot AV equipment including Crestron, WePresent, Digital Signage & Projectors.
14. Train new Technical Support Engineers that are onboarded to the Service Desk team.

Qualifications:

1. College diploma or university degree in the field of Computer Science or Information Systems and/or 2 years equivalent work experience
2. ITIL 4.0 Foundation certified preferred
3. Previous call center experience preferred
4. Strong customer service skills exuding professionalism and positivity
5. Detail-oriented, analytical and dependable, and excellent written/verbal communication
6. Self-motivated and agile with the ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment
7. Ability to troubleshoot both hardware and software issues with workstations and all peripherals including printers and copiers and arrive at correct solutions quickly
8. Technical knowledge of desktop imaging software, preferably MDT.
9. Experience using a ticket tracking system that follows ITIL standards such as BMC Footprints, Service Now (preferred), or Remedy 
10. Intermediate system administration in Windows Server 2003, 2008 and 2012, Active Directory and Exchange 2010 required
11. Advanced knowledge of MS Office
12. Advanced technical knowledge of Windows 10/11 in a Windows Enterprise environment
13. Working technical knowledge of hard disk encryption, VPN connectivity, RSA dual-factor authentication, firewall rules, VLAN configuration, RDP, wireless connections and remote-support tools required
14. Excellent documentation abilities for policies and procedures
15. Supporting Apple PCs and laptops in a Windows Enterprise environment a plus

Why Work with EP:

• Flexible work hours
• Group RRSP
• Hybrid work environment
• Casual dress code
• Employee snack program
• Wellness Wallet (HealthCare Spending Account)
• Movie ticket reimbursement
• Employee Assistance Program
• Calm app subscription
• Work lunches and events
• Health and dental benefits
• Paid time off (Vacation, sick, volunteer and personal days and additional holiday time)
• Tuition reimbursement
• Commitment to employee growth and development (i.e. LinkedIn Learning membership)
• Discretionary bonus
• Employee Value Plan (share grants)
• Family planning support
• Employee Incentive Plan (grants for stellar performance)

Working conditions

• Conditions are normal for an office environment
• This person will frequently lift, push, or pull material or boxes weighing up to approximately 15-40 lbs. Movement consists of crawling under desks as well as lifting and moving computer equipment.
• Hybrid work

Compensation

This position offers an expected compensation of $55,000–$65,000 per year, depending on skills and experience. This range reflects the anticipated salary for the successful candidate and complies with Ontario’s pay transparency requirements. 

Commitment to Supporting Accessibility Needs

EP Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. As only short-listed candidates will be contacted, we thank you in advance for your interest in EP!

Please note that only qualified candidates will be considered, and we'll only be following up directly with those selected for next steps.