IT Helpdesk Technician

Keywords Studios is an international technical and creative services provider to the global video games industry. Established in 1998 and headquartered in Dublin, Keywords now has over 50 studios located across Europe, North America, South America and Asia. We provide integrated art production, engineering, audio services, testing, localization and player support services across 50 languages and 14 game platforms to a blue chip client base in more than 20 countries. We have a strong market position, providing services to 23 of the top 25 most prominent games companies. With over 5,000 passionate gaming employees around the world, we provide services to video game developers and publishers alike.

The Helpdesk Technician is a highly technical role committed to achieving the highest standards of IT services in line with business requirements and the local IT team objectives.

The Helpdesk Technician will be responsible for the delivery of high quality IT Operations in support of the business as well as supporting the delivery of strategic local IT initiatives. The successful candidate will develop IT skills and expertise so as to provide technically knowledgeable, proactive solutions in support of local business activities.

This is a great opportunity for someone interested in the IT industry to expand their knowledge and join a collaborative, multi-cultural team.

General

Work closely with the local IT team and IT Manager to support all aspects of the business

Work on Helpdesk tickets

Point of contact for Dublin local and remWote employees, for all IT service-related matters

Maintaining existing Asset Management System

Adding new hardware to the asset management system (unpacking, labelling, etc.)

Keeping the system up to date & current

Performing periodic inventory consistency checks

Ordering and replacing hardware (RMA procedures)

Updating hardware (Xbox, PlayStation, Test-PC, mobile platforms) with latest firmware versions and images

Testing area set up and dismantling (Kick-Off Requests)

Assigning hardware to testers and follow up on returns after end of project, based on check-out and check-in of assets.

Forecasting & estimation of hardware needs for upcoming projects

Assisting Testing department in all platform-related matters, which includes:

Troubleshooting

Training

Ad-hoc consultancy & project involvement

Maintaining & creating existing documentation on platforms

Evaluating & implementing new technology solutions for the above services

Reporting to Management

Other assigned tasks

The area of work and/or specific responsibilities may be altered from time to time by the Company, consistent with your position, as the circumstances of the business dictate.

Requirements

Technical Skills

Required

Technical background in IT Systems

Experience with different gaming platforms

Experience with Microsoft Desktop and Server products

Experience with Microsoft Office Suite

Experience in Office 365

Strong, proven interest in technologies

Understanding of Firewalls and Gateways (Palo Alto, SonicWall)

Understanding of VPN tunnelling, IPSEC (site-to-site, point-to-site)

Experience with switching

Strong analytical and troubleshooting skills

Experience in the video games industry

Adaptable to flexible working hours

Team player

Client focused

Excellent communication skills

Friendly, can-do, attitude

Excellent organisational skills

Ability to use good judgment to prioritise tasks

Able to manage sensitive and sometimes confidential information

Beneficial

Technical knowledge of the Microsoft Stack, Windows Server, Windows networking, Active Directory

Behavioural Skills

Team player

Client focused

Excellent communication skills

Friendly, can-do, attitude

Excellent organisational skills

Ability to use good judgment to prioritise tasks

Able to manage sensitive and sometimes confidential information