IT Support Specialist

Disguise sits at the heart of the most inspiring live and virtual experiences in the world leading the market in building a software and hardware solution that designs sequences and controls the most spectacular productions across film and TV broadcast live and corporate events.

Role: IT Support Specialist
Department: IT
Location: Atlanta
Reports into: Director of IT UK based
Contract: Full Time

About the role

We are seeking an IT Support Specialist based in the Atlanta office to serve as a key point of contact for help desk requests across our global offices. This is a hands-on role combining both desk-side and remote support ensuring timely and effective resolution of IT issues for teams worldwide.

What you will do

• Provide first- and second-line technical support to users across global offices both remotely and in person

• Act as a primary point of contact for help desk requests ensuring timely resolution and excellent user experience

• Troubleshoot hardware software and network issues across Windows macOS and common business applications

• Manage user accounts permissions and access across core systems (e.g. Google Workspace Microsoft 365 Slack)

• Set up configure and maintain laptops workstations and mobile devices

• Support onboarding and offboarding processes ensuring a smooth experience for new starters and leavers

• Monitor and manage ticket queues prioritising and escalating issues where necessary

• Maintain accurate documentation of systems processes and common fixes

• Collaborate with IT engineers to resolve complex issues and improve support processes

• Contribute to continuous improvement of IT services tools and user support standards

Experience we are looking for

• Proven experience in an IT support or help desk role

• Hands-on experience supporting Google Workspace (G Suite) and/or Microsoft Azure environments

• Experience managing users and permissions in tools such as Slack Google Admin and Azure AD

• Strong troubleshooting skills across Windows and macOS environments

• Experience with endpoint management / MDM tools (e.g. Intune Kandji or similar)

• Familiarity with ticketing systems (e.g. Jira Service Management Zendesk Freshservice)

• Understanding of network fundamentals (Wi-Fi VPNs DNS basic troubleshooting)

• Experience setting up and supporting laptops mobile devices and peripherals

• Ability to support a remote / hybrid and globally distributed workforce

• Strong communication skills with a focus on user experience and clear problem-solving

Skills behaviours and values we are looking for:

• Technical Expertise: Good understanding of IT systems hardware/software troubleshooting and network administration to provide timely effective support.
• Problem-Solving Abilities: Skilled in diagnosing and resolving issues with a structured methodical approach ensuring quick and accurate solutions.
• Clear Communication: Ability to explain technical concepts in simple terms to both technical teams and non-technical users ensuring clarity and transparency.
• Customer-Centric: Excellent customer service skills with a focus on understanding user needs and delivering a positive support experience.
• Attention to Detail: High standard of accuracy in troubleshooting documentation and reporting ensuring no details are overlooked and issues are fully resolved.
• Proactive & Driven: Demonstrates a proactive mindset identifying potential problems before they escalate and continuously seeking ways to improve processes.
• Accountability: Takes ownership of assigned tasks and incidents managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
• Adaptability & Resilience: Comfortable working in a fast-paced environment quickly adjusting to new technologies evolving business needs and high-pressure situations with a positive attitude.
• Collaboration & Teamwork: Works well within cross-functional teams actively sharing knowledge offering support and learning from colleagues to continuously improve team performance.

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events live TV broadcasts immersive experiences installations theatre film and TV production corporate communications and brand product launches. Working with Disney Snapchat Netflix ESPN the Burj Khalifa and Adele Disguise is the number one partner delivering the next dimension of entertainment.

Dont Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our users ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path not the easiest and innovate where its right not where its simplest.
• Resilience. We dont give up until we find the right solution even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app mental health first-aid buddies employee assistance programmes
• Gig allowance - 400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental Fertility Miscarriage Menopause and Transitioning
• Training coaching & mentoring