Systems Support Engineer
Who We Are
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.
The Role
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
Skills & Qualifications
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
Compensation & Benefits
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.
Equal Opportunity
GPL Technologies is an equal opportunity employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.