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Senior Application Support Analyst #1200

Please note that vaccination is not considered to be fully in effect until 14 days after the 2nd shot. There is also a 3-4 week waiting period between the 1st and 2nd shot.

Contract Length: 18 months

Work Location: Onsite (Candidate must be local to the Greater Seattle area)

Work Hours: Fulltime

We are looking for an experienced and proven Senior Application Support Analyst to join our IT Operations Team. A successful candidate will have a wide range of IT knowledge and team leadership experience. This senior-level position will be customer focused and motivated by team success, while providing world class support to the studio. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix.

Responsibilities

Senior Responsibilities: An ideal candidate must have the following:

• Accepts responsibility for application and build farm problems while also mentoring junior members, interns, and the rest of the Ops Team through investigation, resolution, teaching, and documenting.
• Able to estimate work effort, plan, organize time, and foster a collaborative attitude.
• Act as an escalation point for technical and non-technical issues related to Application Support, along with being able to contribute to ticket re-prioritization for all peers in an ever-changing environment.
• Remove blockers for game development customers through immediate root cause fixes or workaround solutions until a fix can be applied.
• Help develop, implement, and maintain documentation related to the role, along with being a primary point-of-contact on all application related incidents or outages.
• Demonstrate and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned.
• Lead end-user and build farm support for 3rd Party and/or proprietary applications or tools.
• Establishing the root causes of application errors, coordinating fixes, and partnering with the Software Development Teams.
• Documenting processes for the support team and monitoring application performance metrics.
• Provide project status on a regular basis to project manager or coordinator.
• Partner with Infrastructure Team to improve Build Farm stability, performance, and maintainability.
• Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.
• Participate in ongoing process and documentation refinement in order to maintain operational effectiveness of both the Lab and Team.

Network Requirements

During WFH or if remote, the following is required for this type of position:

• Internet speed of at least 500 Mbps or 1 Gbps, wired connection preferred, to ensure work is not impacted by connectivity/latency issues
• Internet data is at a high or unlimited cap
• Make sure to run and repeat speed tests throughout the day, as it can fluctuate during peak hours
  • Candidates must provide a screenshot of their speed test result
  • Agency must include speed test screenshot as part of the submission process for consideration
• If candidate does not currently meet the network requirement:
  
  • Candidate is committing to meeting the network requirement by their start date if an offer is received and mutually accepted

Requirements

• 3+ years of work-related experience, or bachelor’s degree in Computer Science, or comparable.
• Proficient in application debugging, troubleshooting, and fixing problems within a Windows environment.
• Knowledge and experience with core Microsoft infrastructure (Active Directory, Group Policy, Windows, IIS, DHCP, WDS, WSUS, Hyper-V, Azure, Azure DevOps, DFS).
• Experience with application telemetry, remote crash reporting, and crash analysis.
• Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.
• Outstanding communication and customer service skills.
• Ability to create and/or support tools in PowerShell, Python or C#
• Flexible attitude with work assignments, changing schedules, and priorities.
• Strong problem-solving, analytical skills, critical thinking, deductive reasoning, and attention to detail.
• Must be an extremely efficient troubleshooter, able to learn new things quickly, and solve problems without assistance.
• Ability to work with little supervision and pro-actively propose IT Infrastructure improvements.
• Adheres to Company standards, methodology, confidentiality, and security requirements.
• Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.
• Consistently demonstrates a high level of integrity and professionalism, while also values teamwork, clear communication, and willingness to coach peers.
• Experience operating large, high-availability, secure, redundant server environments.
• Highly motivated and willing to work in a team environment.
• Willingness to learn new technologies quickly and have excellent technical research, troubleshooting, and analytical skills (finding and implementing solutions in an always changing environment plays a big role in this position).

Bonus

• Very strong understanding of both onsite + offsite desktop support.
• Experience with Perforce.
• Experience with Azure DevOps, Azure Monitor Workbooks, Kusto, and App Insights.
• Experience with Kubernetes, Docker, and other container technologies.
• Experience with SQL databases.
• Gaming PC Support

Benefits

At KeyWords we provide all our contingent workforce with:

• Paid Time Off (including sick days and holidays)
• 401k (3% matching)
• Medical, Dental and Vision benefits