Production Support Engineer

3 weeks ago

London, United Kingdom New Era Technology Full time

Job Summary:

We are seeking a highly skilled and motivated Production Support Engineer with expertise in server administration, networking, VFX workflows, and film & TV production technologies. The successful candidate will be responsible for providing technical support across various production studios, ensuring the smooth operation of IT infrastructure, VFX workflows, and film production systems. The ideal candidate will have at least 2+ years of experience in supporting the infrastructure that powers film and TV productions and be comfortable working in a fast-paced, dynamic environment. The role requires a UK driver’s license and the ability to travel between different studio locations for on-site field support.

Salary: Open (Let us know your best expectation)

Key Responsibilities:

  • Production Infrastructure Support:
  • Provide hands-on support for the production IT infrastructure, including servers, storage systems, and network devices.
  • Ensure continuous operation of systems and workflows critical to film and TV production, with an emphasis on uptime and performance.
  • Respond to and resolve production-related issues in real-time, minimizing downtime and disruptions to production schedules.
  • Server Administration & Networking:
  • Administer and maintain production servers, including file servers, render farms, and database systems used in VFX and film production.
  • Configure and troubleshoot networking issues related to high-performance production environments, including connectivity, bandwidth, and security.
  • Manage server backups, disaster recovery processes, and ensure data integrity for production-critical systems.
  • Support and maintain network switches, routers, and firewalls within the studio environment.
  • VFX & Production Technology Support:
  • Provide support for VFX workflows, including software and hardware integration, ensuring the smooth flow of assets from one stage to another in the production pipeline.
  • Troubleshoot and resolve technical issues related to VFX tools and production-specific software such as Autodesk Maya, Nuke, Houdini, and others.
  • Support various production technologies and specialized equipment used in the creation of digital media for film and television.
  • Collaborate with the VFX and technical teams to streamline workflows, improve system performance, and implement new production tools.
  • Field Support & Troubleshooting:
  • Travel to different studio locations as required to provide on-site support, ensuring minimal disruption during production.
  • Troubleshoot hardware, software, and networking issues on-site, assisting production staff in resolving technical challenges swiftly.
  • Set up and test production environments and workstations, ensuring all systems are fully operational prior to production.
  • Collaboration & Communication:
  • Collaborate with internal teams (IT, VFX, Engineering) and external vendors to ensure all technical requirements for film production are met.
  • Communicate effectively with production staff, understanding their technical needs and providing proactive solutions.
  • Document all support requests, issues, and resolutions in internal tracking systems to maintain an accurate record of support activities.
  • Preventative Maintenance & System Monitoring:
  • Monitor systems for performance issues, proactively identifying and resolving potential issues before they impact production.
  • Perform regular maintenance tasks, including hardware upgrades, system patches, and software updates for production systems.
  • Maintain and optimize the server environment to handle high-performance computing needs for VFX rendering and post-production tasks.

Qualifications:

Required:

  • A minimum of 2+ years of experience in an IT or production support role, ideally within the film and TV production industry.
  • Strong experience in server administration, including managing Windows Server, Linux, and macOS environments.
  • Knowledge of networking principles (TCP/IP, DNS, DHCP, VPN, routing, switching, etc.) and hands-on experience with network infrastructure.
  • Familiarity with VFX workflows and supporting technologies used in film production, including rendering farms, asset management systems, and post-production tools.
  • Hands-on experience with troubleshooting and supporting production-specific software and hardware in a high-performance environment.
  • Valid UK driver’s license and willingness to travel between studio locations for field support.
  • Strong communication skills with the ability to interact with both technical and non-technical stakeholders.
  • Ability to prioritize tasks and work in a fast-paced, deadline-driven environment.
  • Flexibility to work non-standard hours, including evenings or weekends, to meet production deadlines.


Preferred:

  • Experience with cloud-based infrastructure and services, particularly for media and entertainment (e.g., AWS, Google Cloud, Azure).
  • Familiarity with VFX-specific software like Houdini, Nuke, Cinema 4D, or Maya.
  • Knowledge of storage systems used in media production, such as NAS/SAN or LTO tape backups.
  • Familiarity with production management tools and systems commonly used in film and TV (e.g., Shotgun, Ftrack).


Work Environment:

  • Field-based support across multiple studio locations, with a combination of on-site and remote work as needed.
  • Occasional travel within the UK to different production locations for support and troubleshooting.
  • Availability for after-hours support and potential weekend work, particularly during critical production phases.

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