Netflix Support Engineer - Netflix Animation Studios NAS 

Australia, New South Wales, Sydney 

547593521

Technical Responsibilities (Day to day responsibilities):

• Customer Interaction & Ownership: Serve as the primary IT contact for internal staff, taking full ownership of issues and driving them to resolution.

• Ticket Management: Resolve incidents in line with global SLA structures, providing timely and effective solutions.

• System Installation & Maintenance: Install, configure, and maintain operating systems (Linux, Windows, Mac), antivirus, and other authorized software; manage user accounts in Active Directory.

• Network & System Monitoring: Monitor and troubleshoot computer systems, networks, hardware, and software issues.

• Security & Updates: Ensure all workstations receive the latest security patches and software updates.

• Escalation: Adhere to escalation procedures, ensuring unresolved issues follow service level agreements.

• Innovation & Automation: Implement new solutions for complex technical challenges, aligning with global IT standards.

• Asset Management: Assist Tracking IT assets, ensuring proper assignment and maintaining technical documentation.

• Procurement & Inventory: Assist in procurement, stock management, and equipment movement, maintaining adherence to inventory protocols.

• Complex Problem Solving: Handle complex issues through in-depth analysis, providing tailored solutions and adapting processes as necessary.

• Operational Alignment: Ensure actions align with departmental objectives.

The role emphasizes fostering strong working relationships within the immediate team and with stakeholders, while maintaining open channels for feedback and information exchange.

• Effective Communication: Engage with global IT and other departments, providing clear updates on status and impacts.

• Cross-Department Collaboration: Partner with Production and IT teams to refine workflows and troubleshooting strategies.

• Teamwork & Support: Support a collaborative team environment, offering mentorship to peers and interns.

• Vendor Interaction: Manage vendor relationships to ensure efficient service delivery.

• Detail-Oriented: Maintain attention to detail in communication and task management.

• Proactive Updates: Regularly inform the team of work progress and potential impacts.

Skills and Requirements:

• Diploma or bachelor’s degree in Computer Science or equivalent experience.

• 5 years of system helpdesk experience in Media/Entertainment or a similar environment and with VFX applications (e.g., Nuke, Maya, Houdini).

• Problem-Solving: Skilled in troubleshooting and diagnosing complex issues.

• Documentation: Proficient in creating knowledge-base articles and user stories.

• Proactive Improvement: Continuously seeks to enhance user experience and support strategies.

• Project Management: Exposure to project management best practices.

• Collaborative: Works well within a team, effectively communicates with stakeholders.

• Self-Directed: Capable of working independently with minimal supervision.

• Flexibility: Participation in a rotating on-call schedule and willingness for after-hours support and travel.

Technical Skills:

• Integration of devices (printers, scanners, tablets) with Linux, Mac, and Windows.

• Experience with Active Directory, basic TCP/IP, and Layer 1–3 networking.

• Basic understanding of VLANs, firewall operations, and scripting (Bash, PowerShell, Python).

• Experience with Linux, Windows 10, macOS, Google Suite, software licensing, and remote support.

• LEAN & AGILE Methodologies: Knowledge of LEAN for process improvement and AGILE for adaptability in support and project management.

• Ticket Management Systems: Experience with ticketing systems is highly desirable.