IT Support Engineer
Reports to: Senior Manager, IT Operations
Summary
The IT Support Engineer supports the operations of peermusic’s global technology applications, including maintenance of desktop and server infrastructure, and providing end user support. The role provides in-person support to users in the Los Angeles office and remote support for other offices throughout the world.
Background
peermusic is the world’s largest independent music publishing and neighbouring rights administration company, operating from 39 offices in 32 countries.
The Global Tech team maintains and develops the core business applications and websites which enable peermusic staff to manage over a million copyrights, and process of hundreds of millions of royalty statements for tens of thousands of clients around the world.
The IT Support Engineer position will suit someone with a broad range of IT skills, looking to leverage and gain experience in both cloud and on-premise technologies in a dynamic environment.
Responsibilities
• Provide operational support to system end users, such as to investigate potential bugs, import data in bulk, explain and demonstrate new system features, and prepare new data extracts/reports.
• Deploy and maintain desktop, laptop, network, and printer hardware in the office.
• Maintain server, network, and cloud security.
• Monitor usage and health of technology infrastructure, and conduct maintenance and backup processes.
• Administrate the company’s Office365 environment.
• Provide software application installation and support in-person for users in the local office and remotely for users in other offices, including keeping track of and documenting issues using the company’s ticket system.
• Contribute to team technical documentation and the preparation of user training materials.
• Assist the Los Angeles facilities manager in the setup of workstations and support of the office telecoms.
Attitude/Behaviors
• Customer-oriented; approachable, responsive, provides a great user experience.
• Reliable; does what they say they will, when they say they will.
• Learner; curious about how technology works, wants to be exposed to new challenges and learn new skills, likes sharing knowledge with others.
• Detail-oriented; gets to the bottom of a problem, pays attention to the technical details, documents the problem and solution.
• Communicator; able to understand and interpret users around the world, and explain technical information in a user-friendly way.
• Innovative; stays current with emerging technologies, tools, and trends in IT, including applications of artificial intelligence (AI).
Skills/Experience
Essential:
· Experience in working in an IT operations/support role.
· Experience in end user computing device installation, configuration, and troubleshooting (Windows).
· Experience in Office 365 administration.
· Familiarity with the basics of networking.
Desirable:
· Relevant certifications from Microsoft or another recognized provider.
· Experience of Amazon Web Services or other cloud infrastructure providers.
· CompTIA A+ certification.
· Experience supporting users with incorporating AI tools into their workflows.
· Multilingual (Spanish preferred).
Location/Flexibility
· Based from the peermusic Los Angeles offices, in Burbank.
· Flexibility for remote work two days per week, though there may be instances when in-person attendance is required on those days. Potential for occasional travel to other peermusic US offices.
Benefits
· Opportunities for professional development and certification are encouraged and supported.
· Competitive salary and paid holiday schedule, including a paid week off between Christmas and New Year’s.
· Generous medical/dental/vision packages.
· Dollar for dollar match of up to 6% into 401(k).
· Working as part of a diverse and respectful global community of people with a passion for music and serving those who create it.
For consideration, please send resume with a cover letter to bleger@peermusic.com
