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2nd Line IT Support Engineer

As our team and portfolio of titles continue to grow, we are on the search for a 2nd line IT support engineer to offer direct technical support to the expanding infrastructure and increasing demands of our tech support team.

The ideal candidate will be a self-motivated team player who’s not afraid to ‘muck in’ looking to thrive in a fast-growing creative industry. If this sounds like you, we want to hear from you!

Key Responsibilities:

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel (e.g., IT Manager > Infrastructure Architect)
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Create technical documentation and manuals for clients and lower support tiers.
• Assist the IT Manager with procurement
• Ensure the smooth running of the new starter process. Introduce improvements to the process.
• Basic server administration (e.g. Storage audits, Storage provisioning, server and security checks)

Requirements

Essential capabilities

• Prior 2nd line support experience
• Good knowledge of IT technologies and security
• Excellent written and communication skills.
• Customer focused for our growing internal user base
• A motivated self-starter
• A fun, collaborative nature
• Flexible with working hours
• Office based in Farnborough, UK

Desired experience

• Previous experience with working in a creative environment
• Previous experience with working in the game development industry
• Previous experience in a technical support role
• Knowledge in Active Directory, Event Viewer, Client VPN setups, Office 365 admin center user management, Understanding of IPv4 and DHCP configuration

Benefits

Who we are -

We are nDreams, a world-leading game developer and publisher with nearly a decade of VR specialism. Combining a drive to push technological boundaries with proven gaming excellence, we are the team who set the standard for VR action games with Fracked and the award-winning Phantom: Covert Ops.

With our team’s triple-A credentials and sensibilities, alongside bespoke VR technologies, we’ve got the skillset, processes and creative vision to deliver innovative, high-end games for all VR platforms and genres. If it’s VR gaming, you will find nDreams at the forefront of it.

Our projects continue to advance the present and define the future of VR. Want to be a part of it? Apply today to join a studio with a state-of-the-art collaborative workflow and diverse talents assembled from world-leading games developers and publishers.

Why nDreams?

Our expanding company shares a passion for innovation, collaboration and leading the future of VR. We encourage an open and diverse culture and empower people to explore ideas and put their own stamp on their work. With humble beginnings as an independent studio, we combine amazing projects and considerable scale with a personal, caring touch.

We offer great perks, including flexible hours, duvets days, your birthday off, dedicated personal development time and support, as well as regular socials and parties. Beyond this, there’s an excellent holiday offering, pension scheme, health insurance, life cover and much more. Our newly refurbished nDreams studio space has some fantastic facilities and is built around collaborative work (and play!).