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Senior QA Helpdesk Technician

The Senior QA Helpdesk Technician will be responsible for:

• Managing the day-to-day operations of the QA Helpdesk team and it’s associated stakeholders
• Peforming regular follow ups with the members of the QA Helpdesk team to aid in their continued growth and development
• Maintaining the automated build system and pipeline for all products going through QA

The Senior QA Helpdesk Technician needs to:

• Be able and willing to work remotely as needed (evening, weekend, & holiday support during crunch times)
• Be able to work autonomously and keep a level head during periods of high stress
• Have excellent communication skills
• Have a great affinity for teamwork
• Have a keen eye for detail

Requirements

Job Responsibilities

• Manage day-to-day activity in X3000, including routing issues, providing feedback to technicians on the quality of their actionning and follow up of tickets, anticipating usage issues and making recommendations for inclusions/updates to the database administrator, and performing periodical triage to ensure the system remains clean. (20%)
• Be the primary owner of administration of all QA systems and toolsets; Aspera, Confluence, Insight, Jira ( and associated plugins ), Test Rail, eazyBI ( and posssibly Looker in the future ), Network Shares, QDF ( VLANs / whitelisting ), to name a few. (20%)
• Design, build, code and maintain Boom Tube ( build automation system ) to ensure the most efficient automated processing of incoming builds for all our projects while being mindful of security issues related to proper distribution and watermarking. (20%)
• Serve as primary contact with development, production and other partner teams for any issues related to their hardware, mastering, storage, or tool administration needs. (20%)
• Bring a high level of support, by keeping within the standards and service levels required by QA and its partners. Proactively identify problem areas, develop, maintain and facilitate best practices, processes, and methodologies to ensure high productivity and alignment with corporate strategy and goals. Contribute to the ongoing effort to refine and maintain processes, policies and procedures related to the QA Helpdesk team within WB Games. (5%)
• Be available to be on call 24/7 (rain or shine, holidays or not) to work remotely via VPN or onsite as necessary for any urgent needs from the various stakeholders involved with QA. Dispatch remote work to other team members as necessary depending on the situation, and/or escalte any issues to IT using their 911 flare service for any issues that fall outside of our onus. (5%)
• Provide operational support and guidance in preparing, tracking and deployment of hardware and associated testing peripherals. (5%)
• Monitor team hours and efforts, adjusts schedules, and plans to minimize the accrual of compensatory time, as well as mentor and evaluate performance of his/her team members. (5%)

Work Experience

• Minimum 3 years work experience in a similar role
• Minimum 1 year work experience in the video games industry

Education, Professional Training, Technical Training or Certification

• DEC in information technology or equivellent experience

Knowledge/Skills

• Service / support oriented
• Windows installation, administration and troubleshooting
• Strong understanding of the video games industry
• Mastering process
• Transfer tools (Aspera or FTP)
• Excellent knowledge of MS Office, especially MS Excel
• Strong written and verbal communication skills (English & French)
• Autonomy and high level of proactivity
• Self-conducted, rigorous and is detail focused
• Active self-learning, be able to adopt changes quickly and learn new technology fast
• Work efficiently under high pressure and be able to handle multiple tasks simultaneously
• Inventory:
  • Collaborate with the Helpdesk and IT teams for the reception of QA hardware (consoles, peripherals, etc...)
  • Label and enter hardware into the inventory management system
  • Maintain the QA hardware inventory, and provide forecast suggestions to your QA manager for future needs
  • Maintain and distribute QA hardware material to QA teams, as well as track and retrieve the distributed QA hardware material
  • Troubleshoot and diagnose faulty hardware
  • Perform RMAs as needed on broken hardware
  • Work with the QA Director to purchase and maintain a healthy stock of prepaid currency and subscriptions
• Gaming PCs:
  • Build gaming PCs according to provided specifications
  • Provide recommendations on alternative hardware when needed
  • Upgrade and repair gaming PC hardware at a 1st level (parts replacement)
  • Windows installation, administration and troubleshooting
• Mastering:
  • Manage assets and packages (both physical and digital) arriving from various partners
  • Make assets and packages available to the appropriate parties (both internal and external)
  • Exercise the appropriate caution and security measures as established by the Helpdesk and IT teams
• Network Storage:
  • Monitor and manage network storage to always have adequate free space for any incoming digital packages and assets
• Tools Administration:
  • Jira administration (project creation, making new custom fields, changing a project’s settings, etc…)
  • TestRail administration (user management, changing project configurations, etc…)
• Process Improvement:
  • Provide suggestions to aid in the QA Helpdesk team's continuous evolution and improvement

Nice to Have

• Game console hardware knowledge
• SharePoint knowledge
• Programming skills
• Archiving knowledge

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.