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Desktop Engineer

Respawn IT

Senior Desktop Support Engineer

Location: Los Angeles, California US

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

Founded in 2010 by the original creators of the Call of Duty Franchise, Respawn was created with the philosophy that when talented people have creative freedom, they'll make extraordinary games that achieve the unexpected. From our roots as an indie studio to joining the expansive roster of studios at Electronic Arts, this remains our guiding principle. We truly love what we do and want to share our passion with players worldwide. Our shipped titles include critically acclaimed multi-platform games Apex Legends, Titanfall, Titanfall 2, Star Wars™ Jedi: Fallen Order and Medal of Honor: Above and Beyond. Join us for the opportunity to create groundbreaking games with some of the best developer talent in the industry.

We are currently hiring for the IT team who support our Star Wars™, Apex Legends, and Medal of Honor game development teams. And we are looking for a skilled Desktop Support Engineer who is experienced supporting IT service and would be excited to be working at the greatest game company in the world.

Responsibilities

• Collaborate with Desktop support engineering team that is responsible for: Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 3 IT support for employees (onsite and remote)
• Incident Management – Responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues on escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) and deliver world-class customer service
• You will identify challenges/opportunities and develop technical solutions through automation, scripting and engineering best practices
• You will partner with Business Stakeholders, Site IT, and Global IT Functions
• Troubleshoot and Resolve the most complex technical issues in his/her field of expertise
• Participate in additional technology initiatives both local and with Global IT
• Develop positive relationships with the business and other functions at all levels
• Collaborate with global IT team members to ensure consistent IT services to our business users
• Look to improve all aspects of the Desktop Support Engineering functions continually

Required Qualifications

• Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience
• You have 3 or more years of experience in all aspects of desktop support engineering preferably in a gaming studio
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows and Mac-based workstations and laptops in a corporate environment leveraging ConfigMgr, JAMF (Casper), and other system management tools
• Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
• Support Experience with G-suite/administration, endpoint security, anti-virus solutions, Virtual Desktop Infrastructure (VDI), DNS, DHCP, Active Directory, SCCM, file and printing services, and shared drives administration
• Experience with studio development applications/tools including, but not limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max, Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA
• Strong understanding of development game consoles
• Experience with Automation/Scripting (must have projects to speak to)
• Familiarity and experience with scripting languages: PowerShell, Bash, Python, JavaScript, etc...
• Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow, Desk Pro)
• Ability to coordinate and communicate at all levels within the organization
• Tech Savvy – Ability and passion for learning new technology and tools
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
• Self-starter, self-motivated, able to work under minimal supervision
• Experience with Project Management tools/methodologies
• Remote/On-site flexibility

What’s in it for you? Glad you asked!

We love to brag about our great perks like comprehensive health and benefit packages, tuition reimbursement, 401k with company match and, of course, free video games. And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off of creativity and individuality. At EA, we live the “work hard/play hard” credo every day.

Not only that, we’re confident we’ll provide you with opportunities to become an expert in our industry by offering hands on experience using and building with cutting-edge technologies such as VMware, Docker, Container, Mesos and more.

Don’t Just Play It – Create It!

EA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.