Technical Support Analyst

2 weeks ago

Montréal, Canada Ubisoft Full time

Company Description

Ubisoft’s 20,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.

Job Description

The Ubisoft IT Department is looking for a Technical Support Analyst who will provide second-level support to all Ubisoft employees and partners.

As a Technical Support Analyst, you will be responsible for tracking incidents and following up on user requests.

**Responsibilities**
- Handle incidents and requests until they are resolved;
- Identify, investigate, address, and resolve technical issues;
- Assign third level support requests to administrators based on priorities and workloads;
- Inform customers on the status of their requests on a daily basis or according to the Service Level Objectives (SLO);
- Ensure a high level of service to users and follow up with customers to ensure their satisfaction;
- Monitor targets to ensure issues are resolved within the Service Level Objectives (SLO) guidelines;
- Send global communications for incidents affecting Ubisoft IT.

Qualifications
- Previous experience as a Technical Support Analyst;
- Knowledge of Windows Servers, Active Directory, and Linux Servers;
- Knowledge of network technologies (OSI, TCP/IP);
- Knowledge of ticketing systems and ITILS concepts;
- Excellent analytical and problem-solving skills;
- Good interpersonal skills; Experience in customer service and the ability to communicate complex information to various stakeholders.

Additional Information

Just a heads up: If you require a work permit, your eligibility may depend on your education and years of relevant work experience, as required by the government.

**_ At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences._

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