ITO Service Specialist II

Requisition Number: 184672

Position Title: ITO Services Specialist II

External Description:

Location: Vancouver, BC
Job Title: ITO Services Specialist II
Reports to: IT Manager, Desktop Support

GENERAL DESCRIPTION
A full-time, site-specific position focused on IT client-based solutions enabling the development of games. Primary focus is to provide Employee Technology & Solutions support to all EA Vancouver staff to maximize their uptime and productivity. The position will be responsible for close interactions with desktop level 1 and Level 2 personnel to fully understand and align with studio pipelines, processes, and bottlenecks. They will apply their Infrastructure/Network SME experience in their day-to-day activities. Role will require “self-starter” mentality and will require pro-active collaboration with Software Engineers, Technical Directors, and senior IT staff to solve title-specific client issues affecting development. Positioned to participate in IT communities focused on knowledge sharing. On-call after-hours support for local studio desktop support organization is a requirement. Due to the nature of the support role, the work is 100% on-site.

KEY SKILLS & RESPONSIBILITIES
• Key Skills
o Network/Infrastructure smart hands experience.
o Work in an environment in which level 1 and level 2 technicians will be motivated to provide best-in-class customer service.
o Develop and coach L2 technicians to enable them to learn the technology, improve their customer service delivery skills, and broaden their skill base.
o Develop L2 technicians to enable them to assume greater responsibility in day-to-day operations of desktop support.
o Strong understanding of PC client workstation hardware, operating systems, applications, development game consoles, printers, mobile devices, networking, Apple Mac and Apple Mac-specific software, and Apple Mac imaging.
o Strong background in testing and optimizing client workstations and applications.
o Strong understanding of microprocessor hardware and application across all device types
o Able to act as a senior-level key escalation point for all technical concerns varying across multiple scopes of technology.
o Very strong knowledge and understanding of networking equipment and usage.
o Able to provide desktop support to VP-level executives.

• Responsibilities
o 40% SME, infrastructure support & projects, and 60% L2 level work (Service Now Tickets).
o Provide frontline support for technical escalations, particularly Network/Infrastructure issues.
o Support the Infrastructure team with essential tasks, all while maintaining responsibilities as the primary Network Smart Hands resource.
 Monitor storage volume size and adjust when volume space is almost full.
 Move storage volume away from high usage aggregate to less busy one when I/O is high.
 Remount datastore when datastore IP and storage data-LIF IP mismatch.
 Monitor infrastructure ticket queue.
 Provision virtual machines.
 Decommission Virtual Machines.
 Troubleshoot access permission on VM, storage volume and file share.
 Migrate VM when host CPU usage peak
 Mitigate datastore volume space when almost full
 Review reports of VCenters, virtual machines and storage volumes, and make adjustments for performance and space requirements.
o Strong client OS background, including Windows 10, 11, and Mac OS.
o Set direction from a desktop technology standpoint.
o Collaborate with global IT peers and management to ensure consistent IT services are provided across regions/studios
o Work closely with the IT Desktop Support Manager to set/align team objectives/projects

WORK EXPERIENCE REQUIREMENTS
• Strong technical skills and experience.
• Smart hands for networking and infrastructure and AV support.
• Strong understanding of current Desktop (and technology) hardware standards and future hardware releases.
• Familiar with studio development applications including Perforce, Visual Studio, Maya, 3DS Max, Photoshop, Microsoft XDK, Sony XDK/PRODG, and Slack and Zoom video conferencing.
• Knowledge of enterprise desktop and user administrative tools, including Apple/Mac/Jamf, Active Directory, MEM (formerly SCCM), and Endpoint Security Clients.
• Understanding of advanced network protocols as well as network hardware.
• Strong hardware and software troubleshooting skills in a massive environment required.
• Strong knowledge of development and test hardware functionality including updating firmware, updating to latest release for Microsoft Xbox, Sony PlayStation, and Nintendo development consoles. Troubleshooting dev/test kit capabilities and knowledge of RMA process.
• Basic understanding of server-side components and applications including web, application, and database infrastructure.
• Understanding of advanced network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
• Strong hardware and software troubleshooting skills in a fast-paced environment required

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Community / Marketing Title: ITO Service Specialist II

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your 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: 3

Can this position be remote?: 0

EEO Employer Verbiage:

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.