Current jobs related to Desktop Support Engineer - Vancouver, British Columbia - Electronic Arts
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Desktop Support Engineer
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Vancouver, British Columbia, Canada Electronic Arts Full timeAbout the RoleWe are seeking a highly skilled Desktop Support Engineer to join our team at Electronic Arts. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our desktop infrastructure.ResponsibilitiesCollaborate with the Desktop Support Engineering team to ensure the smooth operation of our...
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Desktop Support Engineer
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Desktop Support Engineer
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Vancouver, British Columbia, Canada Electronic Arts Full timeJob Title: Sr Desktop Support EngineerAbout the Role:We are seeking a highly skilled and experienced Sr Desktop Support Engineer to join our team at Electronic Arts. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees, ensuring that our desktop infrastructure is running smoothly and...
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Vancouver, British Columbia, Canada Electronic Arts Full timeAbout the RoleWe are seeking a highly skilled Desktop Support Engineer to join our team at Electronic Arts, a leading gaming studio. As a key member of our IT department, you will play a crucial role in ensuring the smooth operation of our systems and infrastructure.Job DescriptionCollaborate with the Desktop Support Engineering team to provide Tier 3 IT...
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Desktop Support Engineer
2 months ago
We are seeking a highly skilled Desktop Support Engineer to join our team at Electronic Arts. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees, ensuring that our desktop infrastructure runs smoothly and efficiently.
Responsibilities- Collaborate with our Desktop Support Engineering team to deliver world-class IT services, including imaging, new machine setup, PC refreshes, hardware replacements, software licensing, and Tier 3 IT support.
- Manage incident tickets, responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues, all while meeting Service Level Agreements (SLA) and Key Performance Indicators (KPI).
- Identify challenges and opportunities, developing 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.
- Act as a liaison between Business Stakeholders, Site IT, and Global IT Functions, ensuring seamless communication and collaboration.
- Provide technical guidance and support to team members, serving as a reference and mentor in areas of expertise.
- Serve as the last escalation point for internal IT team members, resolving complex technical issues in your field of expertise.
- Participate in additional technology initiatives, such as server and network upgrades, office moves, and technology rollouts.
- Develop positive relationships with business stakeholders and other functions at all levels, fostering a collaborative and inclusive work environment.
- Collaborate with global IT team members to ensure consistent IT services to our business users.
- Continuously look for ways to improve all aspects of the Desktop Support Engineering functions.
- Maintain accurate documentation of systems and processes.
- Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
- 5+ years of experience in all aspects of a gaming studio site IT or within the entertainment media industry.
- 2+ years of experience in an IT senior and/or leadership role.
- Experience with deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment, leveraging ConfigMgr, JAMF (Casper), and other system management tools.
- Understanding of basic network protocols, including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as 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.
- Strong understanding of game consoles.
- Experience with Automation/Scripting (must have projects to speak to), e.g., Shell scripts, Perl, Ruby, Python.
- Familiarity and experience with scripting languages: PowerShell, Bash, Python, JavaScript, etc...
- Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow).
- Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs.
- Tech Savvy – Ability and passion for learning new technology and tools.
- Excellent Project Management (preferably Agile sprint methodology).
- Passion for Customer Support – A drive 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.
- Prioritization Skills – The ability to analyze support requests and prioritize them based on impact.
- Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.
- Self-starter, self-motivated, able to work under minimal supervision.
- Experience with Project Management tools/methodologies.
- Remote/On-site flexibility.
