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IT Support Senior Technician

Keywords Studios is looking for a IT Support Senior Technician to join our IT team.

The IT Support Senior Technician (Senior Tech) is expected to follow established department procedures and encourage the team to do so. Like the IT Support Technicians, providing floor support and responding to Helpdesk requests remain their primary tasks.

• Serve as the initial user point of contact for all IT-related issues and questions;
• Manage, take charge of and be responsible for the resolution of level 1 and 2 IT problems. Redirect and follow up on the problem at level 3 if necessary;
• Respond to user queries sent by Helpdesk ticket, phone, email or chat, or reported in person;
• Documentation of procedures and incidents;
• Troubleshoot user issues on computers, laptops and mobile devices;
• Preparation of equipment for production projects and support services;
• Inventory management;
• Management and distribution of game builds to projects;
• Management of user accounts;
• Research and test new technologies/solutions as needed to address future or immediate needs;
• Train newer technicians ;
• Provide feedback to technicians on their execution of their day-to-day tasks;
• Act as a bridge between the IT Support Technicians and the IT Support Leads
• Assist the IT Support Leads with managerial tasks such as schedule, task distribution, and daily dispatch of work
• Other related tasks or special projects as assigned by supervisor.

Requirements

• Able to follow the security and confidentiality measures and policies established by the company, as well as to ensure that the other members of the team do the same;
• Excellent oral and written communication skills in English, basic communication skills in French;
• Excellent problem solving skills;
• Strong ability to self-motivate, reliable, and able to work alone or in a team;
• Capable of working in a high-pace and evolving environment;
• Patient, professional, dynamic with a positive attitude;
• Serious and responsible;
• Working knowledge of the components of a computer as well as the most common game consoles;
• Eager to take charge of problems – show initiative;
• Able to lead by example and bring a team together to accomplish large tasks

• Possess a DEP in computer support or any other related field of study;
• Work experience in the video game industry or customer service;
• Experience in a leadership role;
• In good physical condition;
• Working knowledge of server computing, routing, firewalls, phone systems and patching;
• Available to work in the evening shift (starting at 3:00 PM).

Benefits

• Schedules of 4x 10h or 5x 8h available;
• Starting salary of $20/h with yearly salary increases;
• Monetary bonus for evening, night and weekend schedules;
• Cellular reimbursement of $45/month;
• Advantageous group insurance with dental coverage, glasses, medication, and more;
• Regular team activities (BBQ, game nights, trivia, and others);
• Committed, present and friendly team in a pleasant work environment;
• Team satisfaction regularly assessed;
• Opportunities to drive new ideas and initiatives.