1st Level Support RPM

Emplacement: Bucharest, Romania

Avis

Ce poste n'est plus offert.

Requisition Number: 118541

Position Title: ITO Services Specialist

External Description:

About EA:

ENTERTAINING IS OUR PASSION

EA was founded over 25 years ago by individuals with a deep passion for making games. Many things have changed over the years as the gaming industry—and the company—has expanded immensely, but we are still driven by the same passion for developing, publishing, and distributing the world’s best games. Our history has been one of great success, and our future looks even brighter. Gaming has come a long way from Pac-Man & Space Invaders to modern EA Favorites like Burnout, Battlefield, Mercenaries, Dead Space, Spore, FIFA, Madden, Need for Speed and the world’s most successful game franchise, The Sims. Fueled by our talented staff at locations right across the Globe we are united in our passion to continue shaping the future of interactive entertainment. Together we can make a difference.

About Release & Preservation Management (RPM)

A division of IT, RPM is responsible for the internal and external distribution of EA content. The 24x7 Services team is RPM’s front line & first response center for service requests, tickets and incidents. A key responsibility includes providing 24/7 support to all EA sites & personnel. It is our mission and core value to provide an excellent customer experience, so much so, that our emphasis is not on volumes of ticket or fast ticket or request resolution, but instead how happy our customers are with our service and our interactions with them. We call this a ‘Customer First Experience’.

Position Summary:

The RPM 24x7 Services team is accountable for offering remote support to the WW RPM labs and their clients in order to ensure the stabilization and performance of our core functions as well as the front line for incidents and requests with a ‘Customer First’ approach.

Key Responsibilities:

Resolve service requests and incidents with a focus on customer experience
Open and track incidents as they appear, troubleshoot, resolve and/or escalate when needed
Ensure that all data follows RPM tracking and security protocols
Create and maintain department knowledge base and run books
Perform audits of current infrastructure, documentation and applications
Remotely maintain hardware and troubleshoot and resolve issues for global locations
Run systems and application user acceptance tests in accordance with a test plan
Troubleshoot issues related to production and non-production systems
Manage incidents end-to-end including facilitation of root cause analysis
As directed, interface with customers, partners, vendors and stakeholders worldwide
Effectively communicate with all levels of the organization
Perform other related tasks as necessary

Job Qualifications:

Experience working with Service Desk systems and in an IT Helpdesk environment
Understanding and awareness of the ITIL framework
Experience working a shift-work Environment
Practical understanding of networking - routing, subnets, UDP, TCP, IP, VLAN, VM, DNS & DHCP.
Must have ability to communicate complex technical problems concisely and professionally to technical and non-technical audiences.
Ability to follow documented processes, as well as, update and maintain documentation and knowledge bases.
Knowledge of Microsoft Enterprise systems, Outlook, SharePoint; Office suite Word, PowerPoint; including an advanced understanding of Excel and parsing data.
Knowledge and experience with Virtual machine systems
Experience supporting remote components
Ability to work independently in a fast-paced environment and manage multiple projects while maintaining a high quality of work
Team player, but able to work independently
Resourceful, proactive and innovative - identifies issues and implements solutions, as required
Flexible and at ease in an environment with constant change
Advanced English and communication skills (both written and verbal)
Strong analytical and troubleshooting skills
Highly organized with attention to detail and strong time management skills
Extremely strong customer service orientation
Troubleshooting experience with hardware, software, and network connectivity issues
Weekend and shift-work required

Educational Requirements:

Bachelor’s degree in related area of study or equivalent experience

City:

State:

Community / Marketing Title: 1st Level Support RPM

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 76

Can this position be remote?:

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.