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IT Technician

Description

Snowed In Studios, a member of the global Keywords Studios family, have been making games in Ottawa for ten years. To help us in exercising our bold vision to build a games industry hub in the National Capital Region, we are looking for smart, experienced and exceptional entertainment professionals that want to help turn that vision into reality.

The IT technician will represent the IT department and addressing Tier I & II issues, provide quick resolution, execute projects implementing new systems or upgrades to current infrastructure and processes. You provide a positive, customer-focused first point-of-contact either in person, via telephone, email or our HelpDesk ticketing system. As required, redirect issues to the designated team and follow-up with both the Tier III team and the Studio staff in a prompt, professional and efficient manner.

Requirements

Responsibilities and Main Tasks

• You are the first point of contact to Studio staff for IT requests/issues
• Respond to Help Desk Tickets, phone calls, email, chat sessions, and walk-up requests
• Troubleshoot user issues with desktops, laptops, game consoles and mobile equipment
• Responsible for resolving and/or escalating Tier I & II requests/issues
• Escalate and follow-up on Tier III requests/issues
• Managing priorities and ensure all issues and projects assigned are completed on-time
• Research and test new technologies/solutions as assigned or on personal initiative
• Communicate IT initiatives to local Studio staff
• Create/update documentation for process and procedures
• Update incident reports/Root Cause Analyses
• Assist technical staff at other Studios as required
• Other duties as assigned.

Requirements

• At least 5 years of IT experience including end-user support, incident management, use of IT ticketing systems
• Working knowledge of server computing, routing, firewalls, phone systems and patching
• Excellent communication skills in French and English, both verbal and written
• Customer service experience, skills and ability to handle pressure situations
• Patient, personable, high energy, dependable demonstrating a positive attitude
• Passion to take ownership of issues – self-starter
• Previous experience working in the Gaming industry is considered an advantage

Required Availability:

• Working 5 days per week with shift/site rotation and on call rotation
• Available to work in an “off business hours” schedule as required
• Available to work additional hours as required to complete projects o fulfill requests while avoiding production outages. This may include extended shifts and occasional weekend work.

Benefits

Our employees are our most valuable resource; therefore we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Keywords International is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.

The masculine form is used throughout the text for ease of reading, but refers to both men and women.