Group Function - IT Support Specialist (Contract)

4 Days ago • 3-5 Years

About the job

SummaryBy Outscal

Provide senior level technical support to game studios and function departments, troubleshooting applications, diagnosing hardware issues, and proposing solutions. Experience with Windows, Microsoft Office, and various hardware manufacturers (HP, Dell) is required. Game and art design studio experience is preferred.

As an IT Support Specialist of our IT team in North America, your main responsibilities will be to provide technical support to our internal customers. In details, desktop support professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.


Responsibilities:

  • Provide senior level technical support to assigned clients including game studios, function department, mainly about general application troubleshooting, complicated hardware issue diagnosis, requirement analyze and solution proposal provision
    Track computer system issues through to resolution, within agreed time limits
  • Provide technical support to projects, play tech leader role in team to deliver project outcomes
  • On-site PC preparation for new user, hardware and software issue troubleshooting, hardware shipping and receiving from remote user
  • Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements
  • IT assets on-site management. Keep assets data up to date in ITAM system
  • Working with a team of motivated and engaged senior technologists, driving high performance and morale
  • Support in areas of incidents, and high value services with a focus on customer experience
  • Work to minimize the impact of service disruption to customers and clients during outage situations
  • Interact with customers and leadership in order to understand their needs and maintain business relationships
  • Reviewing ongoing tickets and tasks of IT operations and rectifying any issues
    Create and update documentation pertaining to deployments

 

Required Qualifications:

  • 3-5 Years demonstrated working knowledge of Microsoft Windows desktop operating systems
  • 3-5 Years demonstrated working knowledge of Microsoft Office products
  • 3-5 Years demonstrated working knowledge of desktop and laptop hardware from multiple manufactures (HP, Dell, etc.) - Game and art design studio experience preferred
  • 1-2 Years of experience in a Customer-Service related role
  • 1-2 Years Asset Management techniques
  • Excellent communication and organizational skills. Must be able to speak and write fluently English, French an asset

 

Desired Qualifications

  • Microsoft Active Directory
  • Basic knowledge of operating system/software deployment tools, such as Microsoft Auto Pilot
  • Understand concept and process of ITIL framework, incident management, change control
  • Mac based technical support troubleshooting initiatives
  • Knowledge and experience on M365 platform implementation and management including Exchange, OneDrive, Teams, Security tools

 

 

About The Company

NetEase Games, the video games division of NetEase, Inc., is a leading global video game developer and publisher, with operations in nine countries including owning global games studios that operate independently in North America, Europe and Japan.

We have developed and published international titles such as Knives Out, Harry Potter: Magic Awakened, and Naraka: Bladepoint.

NetEase Games works with other industry leaders and premium intellectual property holders to co-develop, distribute and market video games and content to players globally. Since our founding in 2001, we have developed or published hundreds of mobile, console and PC video games.

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