Glass Entertainment Group is seeking a systems support technician to join our Engineering team in providing remote technical support to our user base. Candidates must have experience with network technologies, including VPN and remote desktop tools. Candidates will be working on site at our office in Bala Cynwyd, PA as well as remotely using remote access tools; including Kaseya, AnyDesk, Microsoft RDP, VNC, and HP ZCentral Remote.

Job Duties

Provide entry to mid level support to VPN and remote desktop users.
Serve as technical resource for end users; including in-office and remote support during assigned hours.
Perform system-level troubleshooting of technical software and hardware and other computer and server systems.
Track issues and resolutions while maintaining communications within the team.
Provide cross-training and knowledge transfer for both technical and non-technical audiences.
Perform other duties as assigned.


Knowledge of Windows and Mac operating systems
Have system management experience or equivalent educational experience
General knowledge of computing and network systems, standards, applications and methodologies
Experience working with IT systems with a working knowledge of network protocols, standards, and fundamentals (e.g. DNS, TCP/IP, HTTP, FTP, etc.)
Strong analytical and problem-solving skills
Ability to handle multiple tasks and projects simultaneously, working independently and as part of a team in a collaborative manner
Highly customer focused and very responsive
Able to effectively communicate technical information, actions and/or steps to technical and non-technical personnel
Strong desire to learn and cross-train in new technologies and passion to maintain current knowledge of relevant technologies

Desired Experience

Knowledge of Media Asset Management systems (Avid Nexis/ISIS) is a plus
Experience and knowledge of end-to-end post-production workflows including media ingest, edit, and output a plus
Understanding of media codecs and media wrappers; including ProRes, DnxHR, h.264, h.265, MOV, MXF, MP4 a plus
Familiarity with broadcast production or video productions systems, including Avid Media Composer