At a Glance
- Tasks: Provide top-notch tech support and troubleshoot issues for our awesome team.
- Company: Join a leading global entertainment partner with a fun, inclusive culture.
- Benefits: Enjoy flexible hours, health benefits, and a casual dress code.
- Other info: Great opportunities for career growth and a supportive work environment.
- Why this job: Make a real impact in the entertainment industry while growing your tech skills.
- Qualifications: Tech-savvy with strong customer service skills and a passion for problem-solving.
The predicted salary is between 44000 - 52000 £ per year.
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 Saa S-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.
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 Saa S-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
- 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.
- Troubleshoot and resolve hardware, software and network connectivity issues efficiently and accurately and elevate more complex, time‑running issues to the Senior Service Desk Engineers, other IT teams or third‑party vendors when necessary.
- Setup, configure, test and maintain end‑user PCs, Macs, monitors, printers, scanners, copiers and multi‑function devices within established service level agreements.
- Document and communicate all workarounds and root causes and post to the knowledge base.
- 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.
- Respond to information security incidents immediately such as phishing, malware and spamming according to established procedures.
- Maintain workstation, monitor and scanner/printer/copier/multi‑function device inventory.
- Move computer‑related equipment as requested by clients and coordinate and communicate all changes to appropriate teams.
- Work in conjunction with HR to setup, assign rights and configure workstations during the employee‑onboarding and exiting processes.
- Provide end‑user training for COTS software and basic computer functionality either in‑person or by training video tutorials.
- Serve as a backup for taking calls routed to the Global Service Desk.
- Perform daily/weekly cleanup of individual workspace and Service Desk areas as needed.
- Troubleshoot AV equipment including Crestron, We Present, Digital Signage & Projectors.
- Train new Technical Support Engineers that are onboarded to the Service Desk team.
Qualifications
- College diploma or university degree in the field of Computer Science or Information Systems and/or 2 years equivalent work experience
- ITIL 4.0 Foundation certified preferred
- Previous call center experience preferred
- Strong customer service skills exuding professionalism and positivity
- Detail‑oriented, analytical and dependable, and excellent written/verbal communication
- Self‑motivated and agile with the ability to effectively prioritize and execute tasks in a high‑pressure, fast‑paced environment
- Ability to troubleshoot both hardware and software issues with workstations and all peripherals including printers and copiers and arrive at correct solutions quickly
- Technical knowledge of desktop imaging software, preferably MDT.
- Experience using a ticket tracking system that follows ITIL standards such as BMC Footprints, Service Now (preferred), or Remedy
- Intermediate system administration in Windows Server 2003, 2008 and 2012, Active Directory and Exchange 2010 required
- Advanced knowledge of MS Office
- Advanced technical knowledge of Windows 10/11 in a Windows Enterprise environment
- 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
- Excellent documentation abilities for policies and procedures
- 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 (Health Care 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. Linked In 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.
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Technical Support Engineer employer: Ease Entertainment Services, LLC
Entertainment Partners is an exceptional employer, offering a dynamic and inclusive work culture that has earned Great Places to Work certification since 2017. With a commitment to employee growth through initiatives like LinkedIn Learning memberships and a comprehensive benefits package including flexible work hours, wellness programs, and tuition reimbursement, EP fosters a supportive environment for Technical Support Engineers to thrive in their careers while contributing to the vibrant entertainment industry in Canada.
Contact Details:
Ease Entertainment Services, LLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ease Entertainment Services, LLC values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ease Entertainment Services, LLC might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ease Entertainment Services, LLC!
✨Direct Apply to Ease Entertainment Services, LLC
Let's not forget to apply directly through the Ease Entertainment Services, LLC website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ease Entertainment Services, LLC.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ease Entertainment Services, LLC. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ease Entertainment Services, LLC
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
