Responsibilities
- Responsible for providing end-user IT support and new hire on-boarding for
EA Los Angeles and EA Mexico users.
- Collaborate with Desktop support engineering team that is responsible for:
Imaging, New machine setup, PC refreshes, Hardware replacements, AV
support, Software Licensing and provide Tier 2 IT support for employees
(onsite and remote)
- Incident Management – Responding, tracking, resolving, and performing root
cause analysis to prevent reoccurring issues on escalated/assigned tickets as
per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
and deliver world-class customer service
- You will identify challenges/opportunities and develop technical solutions
through automation, scripting and engineering best practices
- You will act as liaison between Business Stakeholders, Site IT, and Global IT
Functions
- Serve as last escalation point to internal IT team & resolve the most complex
technical issues in his/her field of expertise
- Participate in additional technology initiatives as required - Assisting with
server and network upgrades, office moves and technology rollouts
- Develop positive relationships with the business and other functions at all
levels
- Collaborate with global IT team members to ensure consistent IT services to
our business users
- Look to improve all aspects of the Desktop Support Engineering functions
continually
Required Qualifications
- Bachelor’s degree or professional training/certifications related to areas of
responsibilities or equivalent work experience
- You have 2 or more years of experience in all aspects of a gaming studio site
IT
- You have 1 or more years of experience in a role dealing specifically with
onboarding/new hires
- Experience with: Deploying, updating, optimizing, and troubleshooting
Windows-based and Mac-based workstations in a corporate environment
leveraging ConfigMgr, JAMF (Casper), and other system management tools
- Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP,
SNMP, HTTP, HTTPS, as well as network hardware.
- Support Experience with G-suite/administration, endpoint security, anti-virus
solutions, Virtual Desktop Infrastructure (VDI), DNS, DHCP, Active Directory,
SCCM advanced troubleshooting, JAMF policies advanced troubleshooting, file
and printing services, and shared drives
- Experience with studio development applications/tools including, but not
limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max,
Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA, Ansible & Parsec
- Strong understanding of development game consoles
- Familiarity and experience with scripting languages: PowerShell, Bash,
Python, JavaScript, etc...
- Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow,
Desk Pro)
- Experience with Inventory management tools such as Asset Panda
- Ability to coordinate and communicate at all levels within the organization –
Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level
Execs
- Tech Savvy – Ability and passion for learning new technology and tools
- Passion for Customer Support – A drive to help end-users get what they need
to do their jobs the best they can. A sense of satisfaction from assisting end-
users in getting what they need on time
- Prioritization Skills – The ability to analyze support requests and prioritize
them based on impact
- Discipline – The discipline to actively manage help desk tickets and internal IT
tasks without getting distracted by email, chat, or other ad-hoc
communication
- Self-starter, self-motivated, able to work under minimal supervision
