Systems Support Engineer

As a Systems Support Engineer, you will be the first point of contact for clients experiencing IT issues. You will troubleshoot and resolve technical problems, escalate complex issues, and provide excellent customer service. This role suits someone passionate about technology, with strong problem-solving skills and a desire to grow in IT.

You will provide support by phone, email, and ticketing system, and collaborate with other engineers to resolve issues promptly and maintain high client satisfaction. We prefer candidates based in the Los Angeles area but are open to out-of-state candidates for the right fit.

Responsibilities

First-Line Technical Support

• Provide first-level IT support for desktop, software, hardware, and network issues
• Respond to tickets promptly by phone, email, and ticketing system
• Resolve common issues such as password resets, connectivity problems, and application support
• Administer and support macOS and Windows endpoints
• Perform basic administration in Google Workspace and Microsoft 365 environments

Ticket Management

• Document, categorize, and prioritize incoming issues in the ticketing system
• Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when needed
• Follow up with clients to ensure issues are resolved satisfactorily

Customer Service

• Maintain a professional, patient, and positive approach with clients
• Explain issues and solutions in clear, non-technical language

System Monitoring & Maintenance

• Monitor system alerts and notifications, and escalate identified issues to the appropriate teams
• Perform basic remote system maintenance and updates as needed

Knowledge Base & Development

• Create, update, and maintain documentation for common issues and solutions
• Stay current with relevant technologies, tools, and best practices, and participate in training

Technical Expertise

• macOS and Windows administration skills
• Basic experience administering Google Workspace and/or Microsoft 365 environments
• Solid knowledge of IT concepts, troubleshooting methods, remote desktop tools, and basic networking

Communication & Experience

• Strong communication, interpersonal, and problem-solving skills, with attention to detail
• Ability to explain technical issues to non-technical users
• At least 2 years of relevant IT support experience
• Experience with Zendesk, ServiceNow, ConnectWise, or another ticketing system is a plus

Certifications

• CompTIA A+, ITIL Foundation, or other relevant certifications are preferred but not required

The salary range is $60,000 - $80,000 annually, based on skill and experience. Benefits include a 401(k) employer match of up to 4% of annual base salary; comprehensive medical, dental, vision, life, and accident insurance; and paid time off. You’ll also have opportunities for professional growth, with access to training programs and certifications to advance your IT career.

At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industry expertise with excellence in engineering. We are a rapidly growing technology services firm serving Hollywood movie studios, gaming companies, visual effects houses, and advertising firms. Our vision is to expand GPL’s presence globally, building an elite team of technology specialists focused on empowering creatives to achieve new heights.