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IT Helpdesk Support Lead

Keyword Studios
Mexico City Mexico
3 years ago
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Keywords is an international technical service provider to the global Video Game Industry with 45 offices across 20 countries and 4 continents. The organization employs over 5,000 people at peak times working in over 50 languages. Each year, we produce over 80,000 art assets, 21 million words of audio, 250 million words translated, 2.5 million hours of testing and resolve 16 million customer support tickets. We work with 24 of the Top 25 games companies by revenue for 2017.

The IT Helpdesk Support Lead is responsible, as the first point of contact, for the support of the end users and computing infrastructure at Mexico studios of Keywords. The candidate who fills this position will be responsible, in collaboration with the KWS Regional IT Team, for supporting all the IT needs and requirements of the Mexico studios.

Requirements

Responsibilities and Main Tasks

Required Profile and Skills

Certifications preferred - A+, ITIL, MCM;

DVS on Computer Support (Soutien informatique)

Experience in computer configuration & repair;

At least 3 years experience in end-user support;

Minimum 1 year experience in team management;

Experience with Incident Management and/or IT Ticketing systems;

Experience using SMS (or equivalent) to manage systems and applications;

Experience with MS AD;

Strong Microsoft Product Suite knowledge;

Experience with Apple Mac hardware/software;

Experience with Disk Imaging software;

Familiarity with A/V Recording hardware and software;

Demonstrated superior interpersonal and communication skills;

Ability to self-manage and prioritize tasks;

Strong analytical, problem solving, and troubleshooting skills – must be able to bring issues to closure;

Ability to learn new concepts and technologies quickly;

Ability to lift PCs, servers, and other types of heavy equipment;

Strong documentation and reporting skills.

Excellent communication skills in spanish and English, both verbal and written.

Required Availability:

Working 5 days per week with shift/site rotation and on call rotation.

Available to work in an ‘out of hours’ schedule.

Available to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work.

Benefits

Salarie Negotiable.

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