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IT Support Administrator

Team Name:

Job Title:

Requisition ID:

Job Description:

Job Purpose:
The IT Infrastructure Support Administrator is expected to have High Volume and High Turn Around for ticket resolution, escalation, and communication

• Resolution/processing of incident and request tickets
• Escalating/routing issues to appropriate service owners and teams
• Communication regarding ticket status
• Responding to phone calls to the Critical IT Hotline

Second Tier escalation point for Incidents and Requests tickets for all infrastructure disciplines

User education and support of IT related software, account, and access services as well as company processes and policies

Documenting, training, and informing IT Support Specialists on new processes or systems

Working with Infrastructure to maintain and update documentations for Global consumption

Covid-19 Hiring Update : We’ve transitioned to a work-from-home model and we’re continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.

Primary responsibilities:

• Triage, resolve, or escalate Incidents/Critical Incidents in a timely manner to minimize SLA breaches
• Escalate Incidents to appropriate Tier 3 support groups using IM and Escalation Platforms
• Triage, resolve, or escalate critical incidents following incident management process and procedures
• Ability to communicate well with engineers in order to collaborate or train with infrastructure
• Software Installs by remote assistance platforms
• Escalation point for Incidents and Requests from ServiceDesk along with responding to the Critical Hotline
• Process and Create new documentation for internal and external team members (Runbooks, Knowledge Bases, Troubleshooting Guides, and Standard Operational Procedures)
• Troubleshoot and configure VLANS, load-balancing algorithms, IPv4/IPv6 subnetting and ACL configurations on Cisco and Palo Alto platforms.
• Assisting with data center server and networking hardware support
• User account management through Active Directory and Office 365
• DNS/DHCP management
• Okta/ADFS (Single Sign On) administration and troubleshooting
• Maintain and creation of data files, permissions, backups, and access
• Support enterprise servers and network infrastructure
• Troubleshoot issues with Physical Servers, ESXi farms, and applications
• Troubleshoot access issues with Services hosted on physical and virtual servers
• Provides one-on-one end-User support through phone, chat, email, and in person with excellent Customer Service
• Assist and lead in department project change, design, implementation, and support
• Assisting the Desktop team in office building moves
• Setup, teardown, and supporting company events

Experience Required:
Degree or equivalent experience

• Excellent project and time management skills
• Strong interpersonal, problem-solving, prioritization, and conflict resolution
• High aptitude for quality documentation of technical processes
• Excellent written and verbal communication skills
• Excellent work ethics, proactive, and organized, with a can-do attitude
• Excellent customer service track record
• Significant working experience with Windows Operating Systems and Apple OSX
• Significant Experience working in configuring and troubleshooting hardware, software installations on both Windows and Apple environments
• Working experience of operating systems deployment tools in a corporate environment
• Significant working experience of Active Directory, Microsoft Exchange 2016, and O365 account management
• Proficient knowledge of best practices with NFS and DFS
• Proficient knowledge in data backups
• Knowledge of best practices on Group Policy
• Experience with configuring and maintaining TCP/IP, DNS, DHCP, Cisco physical switches, & A10 load balancers
• Experience to implement, configure and troubleshoot LAN/WAN corporate infrastructure
• 5+ Years of IT Corporate Working Experience

Pluses:

• 1-2 years as a junior System Administrator
• 1-2 years as a junior Network Administrator
• 1-2 years as a junior Server Administrator
• Company Administrator for Gsuite
• Certified Technology Specialist Certification
• ITIL Certification
• ServiceNow Ticketing System Experience
• CCNA/CCNP or PCNSA
• MCSE

Functional Comparable Role:

• Associate Network Administrator
• Associate Windows Systems Administrator
• Associate System Administrator

Blizzard Entertainment is a global company committed to growing our employees. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to champion an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating the most epic entertainment experiences…ever. Join us!