IT Support Engineer (Junior)

Description

About Promise

Promise is a pioneering film and TV studio at the forefront of the generative AI revolution. Our mission is to reimagine what's possible in entertainment by bringing together the world's most visionary storytellers and GenAI creators, empowered by cutting-edge tools and proprietary workflows. Through bold collaborations and a forward-thinking approach to sourcing IP, we are building a dynamic slate of original and licensed projects that push creative boundaries. Backed by premier VC firms, Promise is shaping a new era in GenAI-powered storytelling, where creativity knows no limits.

Role Overview

Promise's artists and productions depend on a demanding mix of workstations, cloud, storage, and media transfer tools every day, and on IT support that keeps all of it moving.

As IT Support Engineer, you own day-to-day IT support for the studio: tickets answered, machines imaged and enrolled, accounts and access provisioned as people rotate across projects, and artists back to work fast. You are as comfortable in a cloud console troubleshooting a VM as you are at a desk with a workstation, and you know your way around the transfer and review tools a studio lives on.

This is a junior role with a real growth path into infrastructure work as the studio grows.

Responsibilities

• Own the IT support channel: triage, resolve, escalate, and close the loop with the person, at the pace a live studio runs.
• Image, enroll, and maintain macOS and Windows workstations under device management, including GPU workstations for artists.
• Provision and deprovision accounts, storage access, and permissions as people join productions and rotate across projects.
• Troubleshoot cloud virtual machines, GPU and driver issues, and permissions.
• Support the studio's media transfer, storage, and review tools and the network basics behind those tools.
• Support meeting rooms, review spaces, and the fundamentals that make a studio day work.
• Coordinate with hardware and software vendors on quotes, orders, and licenses.
• Document as you go so the next fix is faster than the last.

Requirements

• 1 to 3 years in IT support, or equivalent hands-on depth.
• Working knowledge of macOS and Windows administration, and comfort in a terminal.
• Familiarity with at least one cloud platform (GCP, AWS, or Azure) and with VM troubleshooting.
• Working knowledge of studio transfer, storage, and review tools such as LucidLink, Aspera, Box, or Flow Capture.
• A service temperament: calm, responsive, and fast to unblock people.
• On-site availability in Los Angeles.
• Preferred
• MDM experience (Jamf, Intune, or similar).
• Studio or post-production environment exposure.
• Networking basics (VLANs, DHCP and IP management, firewalls).
• Scripting.
• Interest in growing into infrastructure engineering.

Conditions

We offer a highly competitive compensation package commensurate with experience, including equity.

Benefits

• We believe in supporting our team’s well-being and growth. Our comprehensive benefits package includes:
• Health & Wellness: Comprehensive medical, dental, and vision insurance coverage, with employee premiums covered 100%.
• Time Off: Generous paid time off (PTO) policy, including company holidays and sick leave.
• Financial Security: 401(k) matching program to help you plan for your future.
• Work Environment: A dynamic, creative, and inclusive hybrid work environment based out of our innovative studio.
• Promise is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.