Technical Support Specialist - Helpdesk (English)
Job Summary
Job Description
The Technical Support Specialist - Helpdesk (English) at Xsolla is responsible for providing comprehensive IT support to employees. This includes new-hire onboarding, printer/scanner maintenance, administration of internal/external services (Google Workspace, Atlassian Suite, Okta, etc.), technical support for events, desk moves, vendor management, and hardware/software procurement. The role requires excellent customer service, problem-solving skills, and the ability to communicate technical information effectively. A mix of on-site and remote support is required, including after-hours support. Responsibilities include maintaining the IT inventory, creating documentation, and ensuring all equipment is up-to-date.
Must have:
- 3-5 years IT support experience
- Hardware/software troubleshooting
- Google Workspace, Atlassian Suite proficiency
- Network administration knowledge
- Excellent customer service skills
Good to have:
- Experience with CCTV and security systems
- Knowledge of scripting languages
- ITIL framework understanding
Perks:
- Comprehensive benefits program
- Professional development opportunities
15 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.
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 (Meet-up, 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 experience 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 researching ways to work efficiently
- Practical problem solving and organizational skills in a fast-paced environment
- Preferred: Previous work experience at a fast-paced organization with an entrepreneurial mindset
- ○ Proficiency in Windows and macOS environments.
- ○ Familiarity with Linux and mobile OS platforms (iOS, Android).
- ○ Expertise in diagnosing, repairing, and maintaining desktops, laptops, printers, and scanners.
- ○ Experience in setting up and configuring AV and conference room equipment.
- ○ Administration and troubleshooting of Google Workspace (e.g., Gmail, Drive,
- Meet).
- ○ Proficiency with Atlassian Suite (e.g., Jira, Confluence, Bitbucket).
- ○ Familiarity with Okta and identity management systems.
- ○ Knowledge of LDAP, VPN, and SIP configuration and maintenance.
- ○ Understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP).
- ○ Experience in configuring office network equipment (e.g., routers, switches,
- access points).
- ○ Ability to troubleshoot network issues, including Wi-Fi and office LAN/WAN.
- ○ Basic knowledge of endpoint security practices.
- ○ Experience managing access and permissions in compliance with security
- policies.
- ○ Familiarity with CCTV and office security systems.
- ○ Proficiency in maintaining inventory systems for hardware/software tracking.
- ○ Knowledge of procurement processes and vendor management.
- ○ Experience with data backup and recovery tools.
- ○ Ability to configure and monitor backup systems.
- ○ Hands-on experience setting up and troubleshooting AV equipment for events.
- ○ Familiarity with tools like Zoom, Microsoft Teams, and other conferencing
- solutions.
- ○ Expertise in user onboarding workflows, including account setup and initial
- training.
- ○ Knowledge of password distribution and secure credential sharing methods.
- ○ Proficiency in documenting processes and changes using tools like Confluence.
- ○ Strong interpersonal and written communication skills for technical support and
- documentation.Preferred (Optional) Skills
- ○ Basic knowledge of scripting languages like Python, Bash, or PowerShell for
- automation.
- ○ Familiarity with advanced concepts such as VLANs, QoS, and VPN tunnels.
- ○ Understanding ITIL principles for IT service management.
TECHNICAL SKILLS
Core Skills
Operating Systems:
Hardware Knowledge:
Software Tools and Platforms:
Networking:
Security and Compliance:
IT Asset Management:
Backup and Recovery:
AV Systems:
Onboarding Processes:
Documentation Tools:
Communication:
Programming/Scripting:
Advanced Networking:
ITIL Framework:
Don’t meet every requirement listed? Studies show that women and people of color are less likely to apply for jobs when they don’t meet every requirement. At Xsolla, we are committed to building a diverse and inclusive community, so if you think you could be amazing in this role, even without all the listed qualifications, please apply! You may be exactly who we didn’t even know we need.
Benefits:
We are passionate about fostering a supportive environment for our team, so we prioritize the physical, mental, and emotional well-being of our employees and their families through a comprehensive Benefits Program. By investing in professional development through training and educational opportunities, we ensure that our team thrives both personally and professionally. Together, we’re not just building a business; we’re cultivating a community that values creativity, collaboration, and the transformative power of play.
Equal Employment Opportunity Statement:
Xsolla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.
We consider qualified applicants with criminal histories in accordance with the Fair Chance Act.
By submitting the following job application form, you consent to Xsolla processing your data for career-related inquiries and potential employment opportunities. We process your data in accordance with this Xsolla Privacy Notice for Job Applicants. Please direct any inquiries regarding your data privacy to careers@xsolla.com.
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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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