Helpdesk Technician
Keywords Studios, Ireland
Job Description
Keywords Studios is an international technical and creative services provider to the global video games industry. Established in 1998 and headquartered in Dublin, Keywords now has over 50 studios located across Europe, North America, South America and Asia. We provide integrated art production, engineering, audio services, testing, localization and player support services across 50 languages and 14 game platforms to a blue chip client base in more than 20 countries. We have a strong market position, providing services to 23 of the top 25 most prominent games companies. With over 5,000 passionate gaming employees around the world, we provide services to video game developers and publishers alike.
The Helpdesk Technician is a highly technical role committed to achieving the highest standards of IT services in line with business requirements and the local IT team objectives.
The Helpdesk Technician will be responsible for the delivery of high quality IT Operations in support of the business as well as supporting the delivery of strategic local IT initiatives. The successful candidate will develop IT skills and expertise so as to provide technically knowledgeable, proactive solutions in support of local business activities.
This is a great opportunity for someone interested in the IT industry to expand their knowledge and join a collaborative, multi-cultural team.
Requirements
Technical Skills
Required:
- Technical background in IT Systems
- Experience with different gaming platforms
- Experience with Microsoft Desktop and Server products
- Experience with Microsoft Office Suite
- Experience in Office 365
- Strong, proven interest in technologies
Beneficial:
- Technical knowledge of the Microsoft Stack, Windows Server, Windows networking, Active Directory
- Understanding of Firewalls and Gateways (Palo Alto, SonicWall)
- Understanding of VPN tunnelling, IPSEC (site-to-site, point-to-site)
- Experience with switching
- Strong analytical and troubleshooting skills
- Experience in the video games industry
- Adaptable to flexible working hours
Behavioural Skills
- Team player
- Client focused
- Excellent communication skills
- Friendly, can-do, attitude
- Excellent organisational skills
- Ability to use good judgment to prioritise tasks
- Able to manage sensitive and sometimes confidential information
- Work closely with the local IT team and IT Manager to support all aspects of the business
- Work on Helpdesk tickets
- Point of contact for Dublin local and remWote employees, for all IT service-related matters
- Maintaining existing Asset Management System
- Adding new hardware to the asset management system (unpacking, labelling, etc.)
- Keeping the system up to date amp; current
- Performing periodic inventory consistency checks
- Ordering and replacing hardware (RMA procedures)
- Updating hardware (Xbox, PlayStation, Test-PC, mobile platforms) with latest firmware versions and images
- Testing area set up and dismantling (Kick-Off Requests)
- Assigning hardware to testers and follow up on returns after end of project, based on check-out and check-in of assets.
- Forecasting amp; estimation of hardware needs for upcoming projects
- Assisting Testing department in all platform-related matters, which includes:
- Troubleshooting
- Training
- Ad-hoc consultancy amp; project involvement
- Other assigned tasks
- Reporting to Management
- Evaluating amp; implementing new technology solutions for the above services
- Maintaining amp; creating existing documentation on platforms