WHO WE ARE

We are a vibrant, engaged, talent-driven agency where our staff feel empowered, where ideas are encouraged and where outstanding work is rewarded. We nurture bright, passionate people who are innovative and creative in their thinking and ambitious and brave in everything they do.
DMS is a place where our clients feel looked after, where they trust our ability to deliver and come up with new ways of engaging them and helping them engage their audiences. We strive to be a key agency partner to our clients, delivery consistency of work and quality of service.
Founded in 2002, our headquarters are in London with offices also in Los Angeles and Sydney. We are part of the AKA Group of agencies.

WHAT WE DO

We are a full-service creative digital agency. Our people, technology and insights help global media and entertainment, sports and lifestyle brands create, manage, localise, distribute and place their content and evaluate its media reach.

REQUIREMENTS

Essential skills & experience:

• Previous experience in an IT support role.
• Proficiency with Windows, macOS, and mobile platforms (iOS/Android).
• Familiarity with Active Directory, Entra ID (Azure AD), DNS, DHCP, and virtualisation platforms.
• Understanding of basic networking principles, including switches and VLANs.
• Experience using IT service management systems (e.g. Fresh Service).
• Experience supporting creative applications such as Adobe Creative Cloud, Maxon, and Cinema 4D.
• Good organisational skills and ability to manage competing priorities.
• Positive, proactive approach to problem-solving and user support.
• Flexible and adaptable, with a willingness to learn and develop in a fast-changing technical environment.

Desirable experience:

• Experience working in media, broadcast, or post-production environments.
• Working knowledge of SAN/NAS administration, maintenance, and support.
• Hands-on experience with Microsoft Intune and Microsoft Defender.
• Understanding of cybersecurity principles, including vulnerability and patch management.
• Experience with door access control systems, CCTV, and telephony solutions.

The IT Support Engineer provides technical support to end users, ensuring incidents and service requests are logged and resolved efficiently, or escalated when required. This is a hands-on role supporting a wide range of systems and devices, while contributing to the maintenance and reliability of the organisation’s IT infrastructure, including workstations, servers, edit suites, storage, and shared environments.
Based in the London office, the role plays a key part in maintaining the stability and performance of critical business systems such as networking, telephony, cybersecurity, Office 365, Active Directory, Azure, and creative applications including Adobe Creative Cloud. The IT Support Engineer will work closely with departments such as Localisation, Media Intelligence, Creative Services, and Administration to ensure smooth technical operations across the business.

Your role and responsibilities will vary according to the needs of the business, but will include;

• Provide IT support to users via phone, email, face-to-face, and the Fresh Service ticketing system.
• Log, manage, and update support tickets in line with IT service procedures.
• Troubleshoot and resolve hardware, software, network, and peripheral issues across Windows, macOS, iOS, and Android platforms.
• Support Adobe Creative Cloud applications and associated plugins, ensuring compatibility and performance within creative workflows.
• Conduct daily system health checks and perform routine maintenance tasks.
• Escalate complex or unresolved issues to senior team members.
• Monitor and verify backup integrity, escalating issues when failures occur.
• Deploy system patches, updates, and critical security fixes as directed.
• Provide support for storage environments (SAN/NAS), edit suites, GFX stations, QC, tech, and audio facilities.
• Deploy and configure hardware and software, including laptops, desktops, and mobile devices.
• Manage user accounts, access permissions, password resets, and distribution lists.
• Maintain IT asset records, assist with lifecycle management, and support local stock control.
• Maintain the software catalogue and associated documentation, escalating updates, renewals, or changes to the Head of IT.
• Contribute to IT documentation, troubleshooting guides, and process workflows.
• Assist with the evaluation, testing, and deployment of new hardware and software solutions.
• Support IT projects and system rollouts.
• Deliver onboarding sessions and provide basic IT user training when required.