Cloud VM Support Technician

• Reports to: Operations Manager
• Location: Leatherhead, Surrey & Central London — office-based and remote (hybrid)
• Contract: 6 Months
• Hours: Shifts between 8:00 AM - 22:00 PM, plus weekend on-call rota.

Creative Remote was founded in 2022, providing an edit solution to the increasing opportunities of remote production. We built a technical solution for offline editing that combines robust, secure and innovative approaches — with flexibility, creativity and versatility at its core.

Created in partnership with some of the largest global unscripted high-end television series — including Netflix's Formula 1: Drive to Survive and Apple TV+'s Make or Break — we deliver complex edit workflows that let creative teams combine remote working with in-house editing.

You'll work both independently and as part of a team, delivering remote edit suite services — via our data centre and office locations — to major production companies and broadcast clients.

You'll cover onboarding and offboarding, proactive maintenance, user support, troubleshooting and system setup, working across our base office in Leatherhead, our central London office and remotely.

• No two days look quite the same, but you can expect to:
• Answer technical support calls and tickets, providing prompt, clear 1st and 2nd line support to end users
• Onboard and offboard users ensuring their setups are prepped and ready to go
• Monitor and optimise our data centre setups — non-linear edit suites (Avid, Adobe), virtual machines and file storage devices
• Guide editors, operators and production staff through operational scenarios, both remotely and in person at our London office
• Carry out routine maintenance and regular system checks across the systems we support
• Help plan projects and prepare equipment — Create new projects and identify resource availability
• Identify and fix equipment faults, and evaluate new software and hardware as we grow
• Build, configure and despatch Remote Kits to editors and other end users
• Create clear documentation — workflows, troubleshooting steps and guidance — for the team.

Essential:

• Experience building, maintaining and supporting computer systems
• In-depth knowledge of Windows, macOS
• General working knowledge of the media production process from capture to post
• Confidence in a client-facing, offline edit suite support role
• A solid grasp of networking principles (routing, switching, vlans, etc.)
• Knowledge of Windows Server environments including; Active Directory, DNS, Group Policy, DHCP
• Familiarity with cloud computing and virtualisation
• Technical reporting and visualisation skills
• Good written and telephone communication skills
• Good working knowledge of Microsoft Office or Google Workspace
• An open minded approach to using AI as a supportive tool to the role.

Desirable:

• In-depth knowledge of Linux
• Familiarity with various scripting tools
• Working knowledge of Avid Media Composer and Adobe Premiere in an offline environment
• Experience of shared storage systems and media asset management
• Firewall and switch configuration skills
• Nutanix / VM environment experience.

Because we support live production workflows, this role includes an on-call rota covering weekends and bank holidays.

A few qualities that tend to make people thrive here:

• Communication & Transparency– You keep people in the loop and updated, flag issues early and are honest about what you’ve tried.
• Openness – You’re not afraid to ask for help or support when something’s unfamiliar.
• Analytical thinking — You break complex problems into parts and work through them methodically.
• Decision-making — You take the initiative and own the outcome.
• Planning & organising — You think ahead, prioritise well and juggle deadlines, people and kit.
• Flexibility — you adapt easily as situations, priorities and technologies change.

Sound like you? Send your CV and a short note on why the role appeals online, via grapevinejobs.

We're an equal-opportunity employer and welcome applications from everyone. If you need any adjustments during the process, just let us know.