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IT Support Specialist III

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Job Description:

Blizzard Entertainment is looking to strengthen its forces with a driven and passionate IT Support Specialist. As a key player in IT, you will be responsible for high volume and high turn around for Tier 2 ticket resolution, escalation, and communication. User education and support of IT related software, account, and access services as well as company processes and policies. Training with Infrastructure teams and advising Client Services on new processes or system and update documentations for Global consumption.

So why Blizzard? Because it’s a haven for our kind! Our outstanding blend of opportunity, environment, and people all help make Blizzard the studio worthy of your career. Our team, likewise, our company is built on a culture of passion for who we are, what we build, and who we support.

Responsibilities

Escalated Ticket and Queue Management-Major focus of Requests/Tasks while assisting Tier 2 with incidents as needed. Triage, resolve, or call out Incidents in a timely manner to prevent SLA breaches while following incident management process and procedures. Bring up incidents to appropriate Tier 3 support groups using IM, and/or xMatters paging system

Critical Hotline- Create tickets from answered Critical Hotline calls and work with Seniors/Leads/Managers on communication for major incidents

Documentation (Runbooks/KB/TSG/SOP)- Process updates to current documentation while communicating to Client Services on changes.

Tier 2 Productivity Requests-Mailbox Migrations from On-prem exchange to O365, User account management through Active Directory and Office 365, Leading and enabling litigation hold

Tier 2 Windows Core Requests-Run DNS entries in Infoblox, Okta/ADFS (Single Sign On) administration, Distribution/Security Group management through Active Directory/Exchange Online Console/BGM, PowerShell, Account Recovery/Account Lockout problem solving using Splunk

Tier 2 Networking Request- Switch Port Configurations through SSH, DHCP Management through Infoblox, VLAN IP Management, Configuring VLANS, load-balancing algorithms, IPv4/v6 subnetting, VPN Operations/Administration, Working with network ACLs, Cisco IOS, ACOS, and PAN-OS languages

Tier 2 Application Request- Provisioning and handling FTP accounts, access, and folder structures, Provisioning SVN accounts

Desktop Support Assistance- Available for desktop team needs

Requirements

Excellent Customer Service Skills

ITSM

Basic Knowledge of ITIL Best Practices

Technical Proficiency

Operating Systems and Software Configuration

• Sophisticated knowledge of Windows and Mac OS and Configuration, Hardware Drivers, and Operating Systems Deployment Tools

System Administration

• Active Directory and the interaction with the technology environment
• Local network/cloud-based file share permissions, access and standard processes
• Microsoft Exchange/O365 email account management
• Basic PowerShell scripting
• Group Policy Management
• SSO system configuration, Application and account management

Application

• Distributed version control software (i.e. Github or SVN)
• FTP application management and configuration
• Basic knowledge IIS redirect configurations
• DMZ environments and the relations to corporate systems
• API calls to read scripts for automated workflows

Networking

• Infrastructure and topology
• TCP/IP and data protocols
• DNS, DHCP, and IPAM
• Firewall ACLs, Proxy bypassing, MAC Address filtering, wireless access, routing and monitoring
• Load Balancing
• Reading network logs
• LAN, VLAN, and WLAN

Pluses

• ServiceNow Ticketing System

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to foster 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 dedicated to crafting the most epic entertainment experiences…ever. Join us!