Technical Support Specialist
Job Summary
Job Description
The Technical Support Specialist at Xsolla is responsible for all things IT, including new hire onboarding, maintaining office equipment, and providing first-line troubleshooting support. Responsibilities encompass managing internal and external services (Google Workspace, Atlassian, Okta, etc.), supporting internal events, handling vendor management, and providing excellent customer service. This role requires expertise in hardware/software troubleshooting, network administration, and AV/conference room support, along with strong communication and problem-solving skills. The position involves a mix of on-site and remote support, including after-hours support, and requires managing IT asset inventory and documentation.
Must have:
- 3-5 years IT support experience
- Hardware/software troubleshooting
- Network administration
- Excellent customer service
- Google Workspace, Atlassian proficiency
- Onboarding new hires
- AV/Conference room support
Good to have:
- CCTV, security systems experience
- Backup and recovery methods knowledge
Perks:
- Convenient work tools
- Latest Mac workplaces
- Free trainings
- Health insurance
- Flexible hours
- Comfortable office environment
10 skills required
Job Details
ABOUT US
At Xsolla, we believe that great games begin as ideas, driven by the curiosity, dedication, and grit of creators around the world. Our mission is to empower these visionaries by providing the support and resources they need to bring their games to life. We are committed to leveling the playing field, ensuring that every creator has the opportunity to share their passion with the world.
Headquartered in Los Angeles, with offices in Berlin, Seoul, and beyond, we partner with industry leaders like Valve, Twitch, and Ubisoft to clear the paths for innovation in gaming. Our global reach spans over 200 geographies, offering more than 700 payment methods in 130+ currencies.
Longevity Opportunity Vision Enjoy the game!
ABOUT THE ROLE
We’re looking for a dedicated and proactive Technical Support Specialist to be the go-to expert for all things IT in our organization. In this dynamic position, you will own the onboarding experience for new hires, ensure the smooth operation of all office equipment, and serve as the first line of support for troubleshooting requests. If you have a passion for delivering top-notch customer service, enjoy managing hardware/software assets, and want to work with the latest tools in a fast-paced environment, we want you on our team!
RESPONSIBILITIES
- Cover all new-hire IT onboarding including but not limited to initial learning and set-up, password distribution, etc.
- Responsible for setup and overseeing maintenance of all printer/scanner machines and other office equipment
- Administration of internal and external company services (Google ecosystem, Atlassian ecosystem, Okta, LDAP, VPN, SIP)
- Technical support of internal events (Meetings, conferences)
- Assist with employee desk moves, re-deploying existing equipment in new locations
- Point of contact for vendor management (ex. Apple, Dell, Asus, Logitech)
- Provide the very best customer service experience for all employees when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce
- Provide a mix of on-site and remote support, including after-hours support
- Handle procurement of hardware, software, cords, plugs, chargers, etc. and maintain asset inventory system, ensuring all hardware/software allocations are logged
- Ensure that all equipment is up to date and in good working order
- Create and update IT documentation to reflect changes you have made
- Keep IT inventory storage area clean, organized, and well-stocked
REQUIREMENTS
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
- 3-5+ years' experience in IT support, with expertise in hardware and software troubleshooting, installation, and maintenance
- Experience setting up for meetings and troubleshooting AV/Conference room issues as well as office network-related issues
- Proficient in Atlassian, Google Workspace and Apple products as well as other common software applications
- Experience with network administration, CCTV, security systems, and backup and recovery methods
- Excellent interpersonal skills with a customer service mindset
- Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders
- Eager to learn new skills and research ways to work efficiently
- Practical problem-solving and organizational skills in a fast-paced environment
BENEFITS:
Convenient work tools
Latest Mac workplaces + additional hardware to make you more effective at work
Google Chat, Gmail, Google Drive, Confluence, Jira, GitLab
Professional growth
Free trainings and participation in specialized conferences
Rich knowledge exchange within the company
More perks
Health insurance (Medical, dental and optical)- Employee and dependants
Flexible hours: organize your day according to your needs and sprint & teamwork demands
No dress code
Comfortable and new office environment
PHYSICAL DEMANDS
The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. Xsolla KL Sdn Bhd takes your privacy very seriously, and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (“PDPA”), Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to careers@xsolla.com.
For more vacancies: https://xsolla.com/careers/vacancies
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About The Company
Xsolla's video game business engine helps game developers and publishers operate more efficiently and sell more games. Serving only the video game industry, Xsolla caters to businesses from indie to enterprise, with solutions that solve the complexities of distribution, marketing, and monetization so developers, publishers, and platform partners. Our goal is to increase your audience, sales and revenue.
Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation.
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