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Support Engineer

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We are looking for an experienced and proven Support Engineer to join our team. An ideal candidate will have a wide range of IT knowledge and team leadership experience. In this role, you will support a game studio as part of the Operations team working on a popular franchise. If you are eager to strengthen your capabilities in a dynamic, fast-paced environment, this is the job for you!

 

Responsibilities

  • Accepts responsibility for Server Lab technical problems while also mentoring Junior Members of the lab Team through investigation and resolution process.
  • Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
  • Act as an escalation point for technical and non-technical issues that is owned by the Ops Team, along with being able to contribute to ticket re-prioritization for all peers, as Studio needs change on a daily/weekly basis.
  • Removing blockers for game development customers through immediate root cause fixes or workaround solutions until a fix can be applied.
  • Help develop, implement and maintain policies, procedures and associated Studio/Lab documentation for the Ops Team, along with being a primary point-of-contact on all IT Ops related incidents or outages.
  • Lead and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned, and assist management in onboarding new team members.
  • Desktop/server software/hardware set-up and troubleshooting.
  • Rack-stack-cable-imaging and hardware/OS troubleshooting.
  • End-user support for proprietary tools.
  • Works as a team member to assist with operations support.
  • Provide project status on a regular basis to project manager or coordinator.
  • Coordinate, prioritize, and report on lab requests both owned or delegated, while ensuring quality controls are consistently being implemented across the team.
  • Tackle infrastructure projects ranging from performance and scalability improvements, all the way to network and security issues.
  • Participates in ongoing process and documentation refinement in order to maintain operational effectiveness of both the Lab and Team.

 

Qualifications

  • 2+ years of work-related experience.
  • Outstanding communication and customer service skills.
  • Excellent problem resolution and analytical skills.
  • Ability to learn quickly in fast-paced environment.
  • Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.
  • Adheres to Company standards, methodology, confidentiality, and security requirements.
  • Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.
  • Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
  • Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).

 

Pluses

  • Strong understanding of desktop support
  • Experience with core IT infrastructure
  • Experience operating large, high-availability, secure, redundant server environments.
  • Understanding power and cooling loads and planning and executing multiple deployments.
  • Data Center or Enterprise Server experience creating rack diagrams, understanding power and cooling loads, planning and executing multiple deployments.

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