Senior IT Support Engineer

Thank you for considering the Senior IT Support Engineer role with Moonbug Entertainment, an award-winning global entertainment company inspiring kids everywhere to laugh, learn and grow. The company is behind some of the biggest kids’ entertainment brands in the world including CoComelon and Blippi. Moonbug believes every child should have access to our entertaining and enriching content, which is why our shows are available on more than 150 video platforms globally including Netflix, Disney+, BBC iPlayer and YouTube Kids. Moonbug is also a global leader in pre-school music and audio experiences, available on 100+ audio platforms globally. Moonbug brands extend far beyond the screen to include streaming music, toys, games, books, live events, and even theme park exhibits.

Moonbug is part of Candle Media, an independent, creator-friendly home for cutting-edge, high-quality, category-defining brands and franchises.

The Position

We are seeking a highly skilled and experienced Senior IT Support Engineer to join our dynamic IT team. The ideal candidate will be responsible for providing advanced technical support and guidance to our organization's users and ensuring the stability, integrity, and efficient operation of our IT infrastructure. The Senior IT Support Engineer will play a key role in resolving complex technical issues, implementing IT solutions, and contributing to the continuous improvement of our IT systems and processes.

Key Responsibilities

• Provide expert-level technical support and troubleshooting for hardware, software, and network-related issues, ensuring timely resolution to minimize downtime and disruption.
• Manage device deployment and configuration using JumpCloud MDM, ensuring smooth integration and compliance with security protocols.
• Provide technical support for Google Meet video conferencing systems and other collaboration tools as necessary
• Demonstrate strong proficiency in operating systems, including OS X, Windows 10/11 to effectively support diverse user environments.
• Utilize Jira ticketing system to efficiently manage and track support requests, ensuring timely resolution and effective communication with users.
• Efficiently manage and prioritize Jira support tickets and service requests, adhering strictly to established SLAs, and communicate effectively with users to provide timely updates and resolution timelines.
• Collaborate with cross-functional teams to identify, evaluate, and implement IT solutions and enhancements to optimize system performance, reliability, and security.
• Take charge of IT projects, including upgrades, migrations, and deployments, overseeing all phases from planning and testing to execution and documentation.
• Develop and maintain comprehensive documentation, including technical procedures, troubleshooting guides, and knowledge base articles, to facilitate knowledge sharing and ensure consistency in IT support processes.
• Proactively identify opportunities for automation, process improvements, and cost optimization within the IT infrastructure and support environment.
• Conduct routine hardware audits and updates to ensure all systems are equipped with the latest security features and software patches.

Requirements

• At least 5 years of relevant experience in desktop support roles, showcasing a consistent record of achievement and a commitment to continuous improvement.
• Extensive familiarity with Google Workspace, Office 365, Slack, Maya, Deadline, and other SaaS solutions, accompanied by a strong grasp of cloud technologies.
• Proficiency in device management tools like JumpCloud, backed by hands-on experience in deployment and configuration tasks.
• Solid understanding of IP networks, NAS devices, VPNs, DHCP, and DNS, with a preference for prior exposure to Meraki cloud networking.
• Working knowledge of the Jira ticketing system, coupled with skill in efficiently handling support requests and incidents.
• Skilled in troubleshooting and resolving technical issues across various operating systems and platforms.
• Dedication to ongoing learning and professional growth, including a readiness to explore emerging technologies and adapt to industry shifts.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Wellness Resources
• Salary Range: $100K-120K