Monday, 05 March 2018

Systems Engineer

Reports to: Professional Services Director

Direct Reports: None, but may be required to provide guidance to apprentices and new recruits

Based in: Soho, Central London

Escape Technology’s Professional Services team is growing and we’re looking for a systems engineer to join the fold. This is a great opportunity to join a fast-paced, influential business in the VFX technology space. We work with world-renowned post production studios, architects, and games developers to give them the engineering support and consultancy they need to keep pushing the boundaries of what’s possible on screen. Our clients include MPC, ILM, and Zaha Hadid - to name just a few.

Key responsibilities

  • Provide first and second line support to end users on a variety of issues

  • Identify, research, and resolve technical problems

  • Respond to telephone calls, email and personnel requests for technical support

  • Document, track and monitor problems to ensure timely resolution

  • Knowledge of commonly used concepts, practices, and procedures in respect to a systems support function

  • Follow established guidelines and instructions to perform the functions of the job

  • Review incoming calls, analyse frequently asked questions, and follow/update appropriate procedures

  • Call logging reduction by participating in the analysis of client-identified issues or problems that may require changes to procedures, standards, or systems. This extends to new helpdesk products or tools to match business needs if required

  • Proactive release of bug notifications to customers and schedule upgrades as required

  • Corrective action as required

  • Knowledge base release/update management

  • Internal infrastructure maintenance and administration

  • Remote installations

 Required Skills

  • A technical background with solid experience of computer systems and hardware

  • Proficiency in troubleshooting and problem solving

  • Proven track record working with and supporting enterprise software applications

  • Working knowledge of data centre technologies and Storage Area Networks (SAN)

  • Experience administering both Linux and Windows systems

  • Red Hat Enterprise or CentOS Linux distributions experience

  • Experienced in VFX software including Maya, 3Ds Max, Nuke, and Deadline

  • Experience working with helpdesk ticketing software Strong Samba Mid to high level of network knowledge (Vlans, Trunks etc.)

  • Good knowledge of permissions on macOS, Windows, and Linux

  • Flame/Smoke experience and understanding of real-time playback and the bandwidth required

  • A post production background in IT/engineering would be advantageous


  • Self-driven, results-oriented with a positive outlook and a clear focus on high quality

  • Plan and organise tasks and work responsibilities to achieve objectives

  • Able to set and maintain high performance standards

  • Reliable, tolerant, and determined

  • Empathic communicator, able to see things from other people's points of view

  • Flexible to travel up to a few days a month within the UK.

  • Keen for new experience, responsibility, and accountability

  • Able to get on with others and be a team player

  • Able to work extended hours on occasions when required

 Literacy and Numeracy

Must be a competent writer of business correspondence and highly numerate. 

Salary DOE

To apply email your CV and covering letter to Andrew Condie, Professional Services Director: This email address is being protected from spambots. You need JavaScript enabled to view it.