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Bilingual IT Support Technician

About Wildlife

Wildlife is one of the leading mobile game developers and publishers in the world. In eight years, our gaming titles have been downloaded over 1.5 billion times providing fun to millions of people, every day, everywhere.

We are not done yet. We aspire to develop games that will be remembered by generations. To achieve this goal, we pursue to be best-in-class in each of our major disciplines: Product, Engineering, Art, Marketing, Data, and QA. That’s why we are rapidly expanding and building talented and passionate teams in our offices in Argentina, Brazil, Ireland, and the US.

About the team

Every building needs a foundation and, at Wildlife, the Corporate Technology team is the solid core that keeps everything up and running. Our team plays a critical role in designing, deploying and maintaining a hybrid collaboration infrastructure used by the entire company. You’ll liaise with all teams at Wildlife, getting to know the work of game designers, engineers, artists and back office activities, as the corporate technologies we manage are the basis for everyone’s work. Being up-to-date on the latest cloud technologies and trends, as well as the current state of on-premises infrastructure, are crucial components of our team.

About the role

We are looking for a Bilingual IT Support Technician who will be responsible for user tech support and software license provisioning. Additionally, you will also be involved in improving, maintaining, and documenting processes related to our services. You'll be in constant contact with all departments of the company, seeking to provide the best assistance! It is highly important to bring not only a good technical background but also excellent communication and organizational skills! Project management knowledge is a plus!

More about you

• You have a clear, objective, and efficient oral and written communication.
• You have strong analytical and organizational skills.
• You have training in root cause analysis.
• Curious, proactive, full of energy, and seek constant learning.
• You are a fast learner and know how to manage the time spent on each task.
• You can easily adapt to a dynamic environment with a lot of changes.
• You can multitask and handle changes in direction.
• You can manage tasks in a most proactive way.
• You know how to recognize and prioritize urgent tasks.

You will:

• Be responsible for the software license provisioning process, including maintenance, improvements, and documentation. Activities also include setting up testing systems and tools to help build a more structured and controlled environment.
• Be responsible for tickets attributed to you in our ticket management system.
• Work on having the best structured documentation of tasks and processes related to our team and to the users, such as knowledge base and guidelines.
• Provide improvements related to license management process, access provisioning, and other tasks.
• Work on IT support requests such as troubleshooting systems and applications, Mac and Windows computers, iPhone and Android issues, and others.
• Install and maintain software such as Adobe, Autodesk, and plugins.
• Provide the best onboarding for new employees with all the requested equipment and software.
• Work on having the best IT customer service daily.
• Create and maintain access accounts in our systems.

As your main day-to-day activities you will be responding to license related analytical and organizational requests from the IT team and the Wildlife user community. You will also be responsible for responding to normal IT support requests.

What you'll need

• Excellent verbal and oral communication skills.
• Fluent English is mandatory.
• Knowledge in Google Sheets / Excel is highly recommended.
• A completed or ongoing graduation on Network, Systems or Computing courses.
• Knowledge in macOS and Windows systems.
• Knowledge in managing users in Active Directory and/or OKTA.

Plus:

• Knowledge of the Zendesk ticket system.
• ITIL and/or Project Management related courses or certifications.
• Experience with supporting cloud based applications such as JIRA, Confluence and GitLab.
• Experience with the licensing and operation of computer graphics software applications such as the Autodesk suite, Adobe Creative Cloud, Red Giant plugins and more.
• Passion for games!

We welcome people from all backgrounds who seek the opportunity to help build the best gaming company, where everyone thrives!