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IT Service Specialist
4 years ago
We are EA
We entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is hard work. That’s why we employ the most creative, passionate people in the industry.
The Challenge Ahead:
The IT Service specialist will provide first and second line support for all staff based at our Lyon office, as well as remote support for a number of EA offices. The role is primarily responsible for resolving support requests while meeting customer satisfaction targets. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and through self-service.
What an IT Support Specialist does at EA:
- To diagnose and resolve software and hardware incidents, Windows and MacOS running a range of software applications.
- To assist any user with any reported IT incident.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update and document requests using the IT Service desk system.
- To install and configure new IT equipment.
- To maintain a high level of customer service.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- To work as part of a team with the skills and ability to manage changing priorities.
- To create, maintain and publish relevant support documentation to aide in the quick resolution of future incidents and enable users to become more self-sufficient.
The next great EA IT Support Specialist also needs:
Experience/Knowledge:
- Previous experience working in an IT Support role
- Experience of working in IT Support in a related industry (Entertainment/Gaming) – highly desirable.
- Working knowledge of Microsoft Windows 8/10 and MacOS as well as software packages including Microsoft Office and Adobe Creative Suite.
- Knowledge of relevant technologies such as JAMF PRO, SCCM, MDT, WSUS – desirable.
- Demonstrable understanding of networking technology and principles – desirable.
Skills:
- Excellent organisational skills
- Ability to communicate effectively with a wide variety of people by email, on the phone and in person.
- Ability to plan and prioritise workload without supervision.
- Good attention to detail, with ability to show initiative.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
What’s in it for you? Glad you asked!
- Competitive annual salary
- Annual bonus scheme
- Games and digital downloads credit
- Stock plans
- Medical, dental and life insurance
- Lunch vouchers
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