Keywords is an international provider of technical services to the global
video game industry with 70 studios in 23 countries. We provide a full set of
integrated services, combining a local presence with our key customers and a
pool of talents across the entire gaming spectrum. The organization employs
more than 8,000 people, including over 200 IT staff globally.
Objective of the Position
The IT technician will represent the IT department and addressing level 1 and
2 issues reported by Keywords employees, providing fast resolution to those
issues while working on projects to implement new systems or to upgrade
existing environment addressing those in person, email, by telephone or
redirect the case to the designated team and following it in a prompt,
professional and efficient manner.
Responsibilities and Main Tasks
Acting as the first point of contact to end users for all IT queries /
issues.
Tests preparation, build management, mobile devices preparation;
Responding to incoming customer requests via Help Desk Tickets, phone,
email and/or chat sessions, and walk-up inquiries.
Troubleshoot end user issues with desktops, laptops and mobile equipment.
Managing, owning and being responsible for resolving all IT level 1 and 2
support issues.
Redirect and follow level 3 case if needed.
Managing priorities and ensure all issues and projects assigned are
completed as per the timelines.
Research and test new technologies/ solutions based on requirements to
address future or immediate needs.
Documentation of procedures and incidents.
Inventory management;
Other duties as assigned.
Requirements
Required Profile and Skills
DVS on Computer Support (Soutien informatique) or any other related
field of study;
Working knowledge of server computing, routing, firewalls, phone systems
and patching.
Excellent communication skills in French and English, both verbal and
written.
Customer service experience, skills and ability to handle pressure
situations.
Patient, personable, high energy, dependable demonstrating a positive
attitude.
Desire to take ownership of issues – self-starter.
Previous experience working in the Gaming industry is considered an
advantage.
Required Availability:
Working 5 days per week with shift/site rotation and on call rotation.
Available to work in an ‘out of hours' schedule.
Available to work on evening shifts;
Available to work additional hours as required to fulfill the requirements
of the role. This may include extended shifts and occasional weekend work.
This is for a 1 year contract with the possibility of renewal.
Benefits
Our employees are our most valuable resource; therefore we provide them with a
competitive compensation package commensurate with skills and experience,
excellent benefits, high level of job satisfaction and a casual and fun work
environment.
Keywords International is dedicated to following a well-established Equal
Opportunities Policy. We endeavour to create a workplace which provides for
equal opportunities for all employees and potential employees.
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