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IT Support Engineer

Company Summary

Product Madness is one of the world's largest mobile game studios, with a global presence. Founded in 2007, we’re today a top-grossing leader in social casino mobile games that are crafted with passion and commitment. Our ambition is to entertain millions of players around the world with our remarkable titles that include Heart of Vegas, Cashman Casino, Lighting Link and FaFaFa™ Gold.

We are Mad about games and the way they bring people together, and that passion and culture is what holds us together as a studio, connects us with the partners we collaborate with, and is what links us to our sister studios across the world.

Job Posting Title

Summary

What You'll Do

Requirements

● 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 nd line technical support in a friendly and empathetic manner, escalating to more senior colleagues and/or

leads/managers when deemed appropriate.

● Follow globally defined policies, processes, and procedures.

● Routinely review knowledge base articles and identify gaps in documentation.

● 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.

● Assist regional leads and managers with IT projects and initiatives as needed Provide user assistance via phone, email, walkup, remote support, and virtual smart bar.

● Other duties assigned by management

What We're Looking For

Qualifications

● Experience in a fast-paced service desk or technical support role.

● 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.

Why Product Madness ?

Product Madness is so much more than just a Pool table and a foosball game.
We believe in an honest and transparent approach with our teammates. Company wide weekly Town Halls, All Hands and strategy meetings are just a few ways in which we encourage an open and honest path to achieving complete transparency.

Despite a pandemic, there isn’t a day where we don’t feel connected to one another.
With frequent events, workshops, giveaways, slack coffee and donut sessions we have definitely brought on our office culture to this new virtual world of zoom calls.

We love to organize plenty of social get-togethers and action-packed activity days, be it slipping inside an inflatable bumper ball for a mad session of football zorbing or throwing caution to the wind and traversing giddy treetop rope courses at Go Ape. On top of these team-building activities, our lunch and learn workshops, not to mention the lavish Christmas and summer parties, foster that ‘work hard, play hard’ mantra. Our offices are based in the heart of the metropolises of London, Lviv, Barcelona and Gdańsk surrounded by an abundance of diversity and inspiration to keep those ideas flowing."

Our Values

• People First

  We have the deepest respect for our people and their well being. We know they are exceptionally talented and will always have a choice. We want them to re-choose us every day. We are committed to building a culture where each person's voice will always be heard and addressed.

• MAD for More

  Always improving, innovating and never settling for the existing. We push all boundaries with courage and ambition to become the world’s best games company.

• Champion Together
  We excel at what we do but yet remain humble and helpful to our teammates. We champion one another and hold each other to high standards without any egos.

• Globally Inclusive

  We are all Equal - regardless of the language we speak, where we live, our gender, religion or culture we come from. We want to build a global home, where everyone has the equal opportunity to make an impact.

• Customer Focused

  We always think from the customer's perspective - be it players or internal customers.Improving their experience and joy is what drives us. Every client's success is our big win!