IT Infrastructure and support Coordinator

Who we are:

We are a global video game studio with more than 25 years of experience, with offices in New Zealand and Colombia. In New Zealand, we operate as a medium-sized company, while the current structure in Colombia is that of a small business. Our team is multicultural, making English the primary working language.

We have a portfolio that spans games at various stages of the product lifecycle, supported by diverse revenue models, with a presence on mobile, PC, consoles, and virtual reality platforms. Today, we distribute our titles in more than 30 countries, connecting with players around the world.

About the role:

We are looking for an individual who understands project contexts, takes an active role in planning and maintaining the continuity and stability of the studio’s technology infrastructure and drives continuous improvements to optimize efficiency and align technology with business and products goals; is self-managed, and applies critical thinking to resolve roadblocks or issues. We want someone with a mature and professional attitude who knows how to work in a team.

We encourage you to apply even if you are hesitant about meeting every single requirement. Our ideal candidate is not a pre-existing perfect fit but an individual who is curious and eager to learn, with the core skills and knowledge to succeed in this role. We believe that valuable skills are gained from a variety of experiences, including those from non-traditional paths or periods of caregiving. Our commitment to flexible work arrangements and a supportive environment reflects our belief that a rewarding career should integrate with a full life. If this role excites you and you're passionate about growing with us, we strongly encourage your application.

Responsibilities include:

• Oversee and maintain the studio’s IT infrastructure through proactive monitoring, preventive maintenance, and regular security updates to key systems.
• Manage operational continuity by enabling IT systems and infrastructure to withstand, respond to, and quickly recover from critical failures or disruptions.
• Manage and monitor the studio’s critical services to ensure their availability, capacity, and performance.
• Lead the help desk (Level 1. Basic help desk – Level 2. Technical support), including ticket analysis, assignment, and prioritization, ensuring SLA/OLA compliance and driving continuous service improvement.
• Clearly and assertively communicate the status of infrastructure and user satisfaction, providing relevant, timely, and transparent information and reports  to key teams and management.
• Drive innovation and efficiency across the studio’s IT infrastructure by planning and executing short- and long-term strategic and tactical projects that align technology with the studio’s growth objectives.
• Identify and leverage efficiency opportunities within the studio’s DevOps pipeline by collaborating with the global team to adapt and implement best practices, automation tools, and process improvements that enhance productivity and streamline workflows.
• Implement and monitor frontline security controls, including hardening, vulnerability management, antimalware/EDR, and basic compliance.
• Centrally manage and track hardware and software inventory to ensure optimal use of the studio’s technology resources.
• Manage and supervise technology suppliers to ensure compliance with contractual agreements, service levels, and product quality.

Required knowledge and experience should include:

• 3–5+ years of experience in IT Infrastructure and Support roles; 1–2+ years in a leadership position overseeing support teams or cells.
• Bachelor or specialization degree in a related field, such as Systems Engineering, Computer Science, Telecommunications or similar technology disciplines.
• Solid experience managing physical and virtual servers (e.g., VMware, Windows Server, Linux), including provisioning, maintenance, and optimization of virtualized environments.
• Proficient and competent in networking (TCP/IP, DNS, DHCP, VLAN, VPN), and familiar with Internet governance regulations (e.g., ICANN/IANA).
• Hands-on experience working with storage solutions (SAN /NAS), ensuring data availability, performance, and backup integrity.
• IT Infrastructure Security - Implementing security measures such as system hardening, vulnerability management, antimalware/EDR, firewall management, and compliance with standards (CIS/NIST).
• Infrastructure Monitoring - Setting up metrics and alerts to monitor the performance and availability of critical services.
• Business Continuity and Disaster Recovery - Designing, implementing, and testing business continuity and disaster recovery (BCP/DRP) plans.
• English proficiency at a B2 level or higher, with strong written and verbal communication skills for documentation, coordination, and reporting.

Other desirable knowledges

• DevSecOps and CI/CD - Hands-on experience with GitLab, Docker, Kubernetes, and scripting languages like PowerShell, Bash, and Ansible.
• Cloud Technologies - Knowledge of cloud platforms and services (e.g., AWS, Azure, Google Cloud).

Benefits

• Hybrid work. We have a flexible approach to splitting your time between working in the office and working from home.
• Health insurance.
• One-time home buyer bonus.
• Staff referral recruitment bonus.
• Partial rebate on mobile phone and tablet upgrades.
• Monthly self-directed Lab Days, annual game jams, and a variety of training and learning opportunities.