Desktop Support Engineer

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Role Summary

As a Desktop Support Engineer working for TT Games the purpose of this role will be to ensure that IT services are delivered and users supported in their use of these services. You will be part of a team supporting infrastructure that delivers core services to developers and administrative staff. You will be responsible for first and second line support tasks including: request handling from receipt through resolution or handover to senior engineers; commissioning and maintenance of assets (hardware and software); auditing; project management; and documentation.

Responsibilities

• Providing support to staff throughout the business (troubleshooting/diagnosis, resolution and escalation).

• Recording details of support requests and ensuring that procedures and other documentation are accurate and updated to reflect changes.

• Operating System image creation, maintenance, and deployment.

• Workstation maintenance (deployment of applications, correcting faults, updating drivers/firmware, etc).

• Setup, update, and fault diagnosis of console platforms (e.g. Microsoft, Sony, Nintendo Switch) and mobile devices (Android and iOS).

• Transferring licenses between machines as projects change and people move between tasks, ensuring that license documents are kept up to date.

• Adding/maintaining network service related data (e.g: DHCP reservations / scopes / etc; DNS records).

• Setup and maintenance of TeamCity agents.

• Setup and maintenance of Unreal Horde agents.

• Creation and maintenance of Active Directory objects (e.g., user and service accounts, distribution lists, security groups, etc.) via GUI and scripting.

• Creating and maintaining documentation for departmental use and for consumers of IT support services, for example, to include but not limited to IP address register, equipment register, setup/standards docs, FAQ's, how-to's.

• Auditing of systems for suitability for tasks, license compliance, etc.

• Liaising with other team members to ensure that potential issues are raised and dealt with in a timely manner.

• Maintain a good working knowledge of current infrastructure and future trends.

• Any other ad-hoc IT duties that may be required to provide an effective and efficient service.

• Liaising with vendors for new requirements and gathering quotations.

• Depending on the projects at hand, there may be a requirement to travel between Knutsford and Brighton Studios.

Competencies and Experience

• Ability to work in a challenging environment, where multiple demands on your time may arrive simultaneously.

• Ability to assess issues through discussion and appropriately prioritise tasks.

• Ability to work well in a team environment on both shared and solo assignments.

• Ability to appropriately assess a situation and identify when to escalate a problem.

• Working knowledge of Windows 10, 11 and MacOS (both using and troubleshooting).

• Working knowledge of source control systems (Perforce & TortoiseSVN)

• Working knowledge of Citrix and Parsec remote desktop applications

• Working knowledge of System Center Configuration Manager (SCCM)

• Working knowledge of patching and vulnerability management

• Extensive experience with Desktop PC hardware

• Understanding of basic LAN/WAN technologies (e.g. TCP/IP, OSI 7 layer model, etc).

• Remote administration tools for Windows and Active Directory.

• Familiarity with PowerShell.

• Highly self-motivated, self-directed, and attentive to detail.

• Good analytical, problem solving, documentation, and decision making skills.

• Ability to produce clear and concise technical documentation.

• Strong oral, written, and excellent customer service skills

Beneficial Knowledge and Experience

• Windows Servers (2016 & above), Linux and VMware

• Cloud Technologies (AWS & Azure)

• Switches, Routers & Firewalls

• Direct Attached Storage, Network Attached Storage, and Storage Area Networks.

• Familiarity with network security protocols e.g: LDAP / RADIUS / 802.1x.

• Network monitoring protocol experience (e.g: SNMP / ICMP, etc).

• ITIL.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/  along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.