This job might no longer be available.
IT Support Engineer
1 year ago
Summary
Product Madness is looking for an IT Support Engineer to provide onsite support to our studio team in Montreal, Canada. The IT Support Engineer is primarily responsible for acting as a go to point of contact for all IT related queries, service requests, and incidents. This will involve managing requests, helping users resolve day to day issues, onboarding new employees, supporting various IT projects and initiatives, and otherwise directly contributing to the success of the Global Service Desk team.What you'll do
- Log, prioritize, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs).
- Provide level 1/2 technical support in a friendly and empathetic manner, escalating to leads/managers when deemed appropriate.
- Provide Site & Regional escalation for other engineers as needed.
- Follow globally defined policies, processes, and procedures.
- Contribute to the documentation of KB articles and procedures
- Facilitate IT inductions for users joining the business to ensure that they can hit the ground running from an IT perspective and have the information they need to succeed and thrive.
- Identify reoccurring problems and present potential solutions.
- Be a trusted source for IT information and wayfinding.
- Ensure that information is accurate and up-to-date in systems of record.
- Build and maintain strong working relationships with other teams.
- Provide hands on support for Infrastructure & Networking teams.
- Assist with the setup, testing and deployment of new systems and technology solutions
- Assist managers with IT projects and initiatives as needed Provide user assistance via phone, email, walkup, remote support, and virtual smart bar.
- Responds to afterhours emergencies requiring IT involvement including coming into the office for boots on the ground support when needed.
- Other duties assigned by management
What we're looking for
- Experience in a fast-paced service desk or technical support role.
- 3 to 5 years experience providing support.
- Experience providing remote technical support.
- Experience with video conferencing tools such as Zoom.
- Experience using ITSM, issue tracking, and/or asset management tools.
- Working knowledge of computing/networking terminology
- Experience supporting Google Workspace (G Suite).
- Experience supporting Mac/macOS.
- Experience supporting Office 365 and Windows.
- ACMT, ACiT, or ACSP certifications.
- Understanding of ITIL guiding principles and practices.
- Excellent communication skills, both written and verbal.
- Excellent analytical and problem-solving skills.
Create Your Profile — Game companies can contact you with their relevant job openings.