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Reporting to the Service Desk Lead (APAC), the Service Desk Engineer plays a key role in managing end-user devices, resolving complex technical issues, and supporting Service Desk Analysts. The role emphasizes advanced troubleshooting, automation, asset and configuration management, ITIL-aligned service delivery, and process improvement. Additionally, the Service Desk Engineer contributes to Incident and Problem Management, mentors team members, and supports projects to drive operational excellence and enhance user experiences.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Description</h2>Brief overview of the role Reporting to the Service Desk Lead (APAC), the Service Desk Engineer plays a key role in managing end-user devices, resolving complex technical issues, and supporting Service Desk Analysts. The role emphasizes advanced troubleshooting, automation, asset and configuration management, ITIL-aligned service delivery, and process improvement. Additionally, the Service Desk Engineer contributes to Incident and Problem Management, mentors team members, and supports projects to drive operational excellence and enhance user experiences. (mention about Microsoft stack, intune etc.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">End-User Computing Management:</li><li class="leading-relaxed">Administer and manage Microsoft Intune for device provisioning, policy enforcement, and compliance.</li><li class="leading-relaxed">Handle advanced troubleshooting and support for end-user devices, including laptops, desktops, mobile devices, and peripherals.</li><li class="leading-relaxed">Optimize user performance through proactive issue identification and resolution.</li><li class="leading-relaxed">Asset and Configuration Management:</li><li class="leading-relaxed">Maintain and manage an accurate inventory of IT assets, ensuring compliance with organizational policies.</li><li class="leading-relaxed">Oversee the configuration management database (CMDB), ensuring it is up-to-date and reflects all hardware, software, and license details.</li><li class="leading-relaxed">Implement and enforce best practices for asset lifecycle management, including procurement, deployment, maintenance, and disposal.</li><li class="leading-relaxed">Automation and Scripting:</li><li class="leading-relaxed">Develop and deploy PowerShell scripts to automate tasks and streamline IT operations.</li><li class="leading-relaxed">Leverage scripting to improve the efficiency of software deployments, patching, and configurations.</li><li class="leading-relaxed">Technical Support and Troubleshooting:</li><li class="leading-relaxed">Provide Tier 3 support for escalated issues related to end-user devices, Microsoft 365, and related software.</li><li class="leading-relaxed">Troubleshoot and resolve issues with performance, connectivity, applications, and security.</li><li class="leading-relaxed">Collaborate with security teams to manage and support systems like CrowdStrike, Webroot, and Mimecast.</li><li class="leading-relaxed">ITIL-Aligned Processes:</li><li class="leading-relaxed">Lead ITIL-aligned practices, including incident, problem, change, request, and configuration management.</li><li class="leading-relaxed">Ensure SLA compliance and drive continuous service improvements.</li><li class="leading-relaxed">Mentorship and Training:</li><li class="leading-relaxed">Provide mentorship and training to junior team members to enhance their technical skills and knowledge.</li><li class="leading-relaxed">Act as a point of escalation and expertise within the service desk team.</li><li class="leading-relaxed">Technical Documentation:</li><li class="leading-relaxed">Create and maintain detailed technical documentation, including SOPs, configuration guides, and troubleshooting guides.</li><li class="leading-relaxed">Maintain and share knowledge base articles for internal and end-user use.</li><li class="leading-relaxed">Project Involvement:</li><li class="leading-relaxed">Support IT projects related to end-user computing, including device rollouts, software upgrades, migrations, and asset tracking.</li><li class="leading-relaxed">Participate in planning, execution, and monitoring of projects, ensuring minimal disruption to users</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Requirements</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Technical Expertise – advanced knowledge of:</li><li class="leading-relaxed">Active Directory</li><li class="leading-relaxed">Operating Systems – Windows, Mac, and Linux</li><li class="leading-relaxed">Microsoft 365 Admin</li><li class="leading-relaxed">Intune/MEM for device management and policy enforcement</li><li class="leading-relaxed">Security tools, including Mimecast, Webroot, and CrowdStrike</li><li class="leading-relaxed">Asset Management and Configuration – expertise in managing IT assets and maintaining accurate configurations.</li><li class="leading-relaxed">Continual Service Improvement – proactive in identifying and implementing service enhancements.</li><li class="leading-relaxed">Customer Service Management – commitment to delivering exceptional user experiences.</li><li class="leading-relaxed">Problem Management – strong problem-solving skills to resolve complex technical issues.</li><li class="leading-relaxed">Ownership and Initiative – self-motivated with a proactive approach to responsibilities.</li></ul>

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Sphere Studios is seeking a Principal Pipeline Engineer to join its groundbreaking post-production department in Burbank. This senior-level software developer will work under the Senior Director Pipeline and Workflow to develop tools automating and optimizing production workflows from capture to playback. The role requires a track record of developing stable, well-documented, and user-friendly software, collaborating with end-users, and adapting solutions based on feedback. The ideal candidate is a creative problem solver with cross-disciplinary experience and a holistic approach to pipeline development, maintaining the high quality associated with MSG Sphere.

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<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Who are we hiring?</h1>Sphere Studios is seeking a Principal Pipeline Engineer to join a groundbreaking post-production department based in Burbank. This is a senior-level software developer role working under the Senior Director Pipeline and Workflow, alongside our Lead Pipeline Technical Director, to develop tools to automate and optimize the production workflow from capture to playback. Candidates must demonstrate a track record of developing tools or software that are stable, well-documented, easy to use, effective, and easy to maintain. Sphere post-production requires developers who are used to problem-solving in collaboration with their end users and stakeholders and can be flexible in modifying the solutions they build based on feedback.Sphere Studios requires a heightened level of integration between disciplines; the right candidate is an out-of-the-box thinker, creative problem solver, and excellent collaborator with cross-disciplinary experience and a holistic approach to pipeline development. This role requires a self-directed “production-minded” work ethic to help maintain the high level of quality associated with the MSG Sphere.<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">What will you do?</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead a team that focuses on the development of software tools or gizmos to automate tasks for I/O, Edit, VFX, Color, Sound, QC, review, Mastering, and delivery.</li><li class="leading-relaxed">Participate in the design, development and maintaining of core pipeline databases.</li><li class="leading-relaxed">Work in direct collaboration with end users and stakeholders to determine solutions that scale and address problems in a user-friendly manner from proof-of-concept to deployment.</li><li class="leading-relaxed">Adhere to industry-standard conventions for coding and documentation.</li><li class="leading-relaxed">Identify potential optimizations or newer solutions to existing pipeline tools.</li><li class="leading-relaxed">Manage a team of engineers.</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">What do you need to succeed?</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum of 5+ years in a full-stack development role with strong background in development for artist support.</li><li class="leading-relaxed">Strong experience in all major OS: Linux, MacOS, Windows.</li><li class="leading-relaxed">Experience in full-stack development and familiar with Python3, React and Nodejs.</li><li class="leading-relaxed">Proven experience designing, setting up and working with SQL, Mongo, Postgres and Elasticsearch databases.</li><li class="leading-relaxed">Understanding of Docker & Kubernetes preferred.</li><li class="leading-relaxed">Demonstrated experience with Digital Asset Management Solution integration, ideally Shotgrid (Flow).</li><li class="leading-relaxed">Experience using AWS, GCP or other cloud services.</li><li class="leading-relaxed">Experience in React framework a plus.</li><li class="leading-relaxed">Experience with GUI development in ReactJS a plus or similar packages.</li><li class="leading-relaxed">Experience with version control tools like Git.</li><li class="leading-relaxed">Detail oriented with excellent communication and documentation skills.</li><li class="leading-relaxed">Ability to multi-task, prioritize, take criticism, and work under high pressure with tight deadlines.</li><li class="leading-relaxed">Good problem solving, troubleshooting and debugging skills.</li><li class="leading-relaxed">Strong leader, with the ability to delegate and manage a team of engineers.</li><li class="leading-relaxed">Ability to collaborate with team members across different disciplines including directly interfacing with stakeholders to understand requirements.</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Special Requirements</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Some travel to our venue in Las Vegas may be required.</li><li class="leading-relaxed">Some work during non-conventional hours will arise as required.</li></ul>

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