Lead Desktop Support Engineer
Location: 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!
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Community / Marketing Title: Lead Desktop Support Engineer
Company Profile:
Electronic Arts Inc. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。
EEOText:
Days Open: 27
Can this position be remote?: 0
EEO Employer Verbiage:
EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律,为符合条件的残障个体改善工作环境。