Lead Desktop Support Engineer
위치: Bogota, Colombia
Requisition Number: 185171
Position Title: IT Specialist I
External Description:
We are the IT team that supports AAA game development in a collaborative environment at our Los Angeles studios; Respawn Entertainment, Ripple Effect Studios, EALA at Electronic Arts (EA) & EA Colombia. Come help us power the future of play with the teams developing Apex Legends, Medal of Honor, Star Wars Jedi Survivor and many more. As a Lead Desktop Support Engineer you will report to our IT Manager.
Responsibilities
● Ensure the onboarding experience aligns & is consistent with EA IT global standards
● Collaborate with Desktop support engineering team that is responsible for: Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 1-3 IT support for employees (onsite and remote)
● Incident Management – Responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues on escalated/assigned tickets following the Service Level Agreements and Key Performance Indicators (KPI) and deliver world-class customer service
● You will identify challenges/opportunities and develop technical solutions through automation, scripting, and engineering best practices
● Develop tools and scripts to assist with routine and complex maintenance tasks within the Endpoint/Desktop Engineering space
● You will guide communication between Team members, Site IT, and Global IT Functions
● Serve as the first & last escalation point to the internal IT team & resolve the most complex technical issues in his/her field of expertise
Qualifications
● Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience
● You have 5 or more years of experience in all aspects of a gaming studio site IT or within the entertainment media industry
● You have 2 or more years of experience in an IT senior and leadership role
● Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment applying ConfigMgr, JAMF (Casper), and other system management tools
● Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, and network hardware.
● Experience with G-suite/administration, Endpoint management tools admin (MECM/Intune), Anti-virus solutions, Virtual Desktop Infrastructure solutions (VDI), DNS, DHCP, Active Directory management, MECM advanced troubleshooting, JAMF policies advanced troubleshooting, file and printing services, and shared drives
● Understanding of game consoles
● Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow)
● Experience with Customer Support – A desire to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
EA Bogota Benefits
● Health Benefits - Medical insurance, dental insurance, life insurance, global fitness benefit ($500 USD per year), and mental wellbeing plan.
● Professional Development - Training and development programs, opportunities for career advancement and tuition reimbursement
● Work-Life Balance - 15 vacation days, paid holiday closure and paid sick leave
● Meaningful Work - Opportunity to directly contribute to the development of EA titles
● Additional Perks - Meal card ($400,000 COP per month), game credits and console reimbursement program
● Work Environment - New office space in the heart of Salitre, inclusive work culture and supportive team environment
…and more!
City:
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Community / Marketing Title: Lead Desktop Support Engineer
Company Profile:
Electronic Arts Inc.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.
EEOText:
Days Open: 27
Can this position be remote?: 0
EEO Employer Verbiage:
EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.