IT Support Engineer

Want to join a company that brings the world together through a global understanding of media produced in various regions, all with communication and cultural understanding at its core?

VSI provides language localisation and media services, including lip-sync dubbing, voice-over, subtitling, translation, transcreation and more, in over 80 languages worldwide. Founded in 1989 and headquartered in London, VSI owns and operates 28 studio facilities across Europe, the US, the Middle East and Latin America with trusted partnerships in Asia. VSI works across a wide range of sectors, from broadcast, VOD, theatrical and gaming to corporate and creative. 

Job Overview

The IT Support department is responsible for ensuring the seamless running of VSI’s operations, drawing on established processes and procedures to consistently deliver an excellent service each and every time. As part of the wider IT department, you will provide IT support to our internal and external client base and will need to have experience working within a busy team.  

This is a varied and interesting role where you will be responsible for delivering desktop support and other services across the business. You will be assisting customers via email, chat, telephone and face-to-face, supporting the existing team to ensure that incoming queries and projects are actioned as quickly and efficiently as possible, maintaining our high service standards at all times. Requests are delivered to the team in a variety of ways and are then triaged and allocated to team members to work on to resolution. You will be expected to think on your feet and be willing to get involved in all tasks.  

Key Responsibilities   

• Responding to queries via the helpdesk ticketing system or telephone  
• Assisting other employees, freelancers and customers, with troubleshooting, diagnosis and resolution of problems  
• Providing technical assistance when questions and problems arise  
• Ensuring that helpdesk tickets are kept up-to-date  
• Writing, editing, and publishing knowledge articles to support a federated approach 
• Resolving problems with networks and other computer systems, ideally at point of contact 
• Diagnosing system errors and helping to resolve them  
• Following up with employees to ensure full resolution of issues  
• Installing or changing software to fix issues  
• Remotely accessing staff computers at appropriate times to make changes and fix problems 
• Setting up new hardware for installation  
• Following and executing pre-defined technical implementation or testing plans  
• Logging of hardware into the asset management system  
• Asset tracking and management 

Essential Skills and Experience  

• Strong computer skills including MS Office and Email (Outlook) 
• Working knowledge and experience of supporting 10 and 11 
• Experience in deploying laptops and desktops 
• Ability to work independently and solve problems, escalating where appropriate  
• Basic knowledge of Apple Mac, iPads and iPhones  
• Understanding of business networking infrastructure 
• Experience of Windows Server and Active Directory  
• Experience of supporting MS Office 365, OneDrive and SharePoint  
• Experience with remote support software  
• Understanding of virtualisation, preferably with some experience VMware ESXi  
• Understanding of ITIL principles (ideally ITIL foundation certified) 

Desired Skills and Experience  

• Knowledge of entertainment media, other languages and a linguistic or creative background are a plus 

What else is on offer?

• Private medical insurance
• Enrolment to company salary sacrifice pension scheme
• Discounted gym membership
• Cycle-to-work scheme
• Travel card loan
• Regular social activities