About the position
Blizzard Entertainment is looking for a self-motivated and skilled IT Support Engineer I. Blizzard Desktop Support is the first line of support for all IT-related issues. Job duties would include building, configuring, deploying, monitoring, modifying, and repairing local and remote computers. An ideal candidate would have experience working in a corporate IT environment, knowledge of PC and Apple and their operating systems, knowledge of scripting languages, troubleshooting networking issues, and have exceptional customer service skills. The ideal candidate is a highly organized individual passionate about delivering flawless experiences for our users. Excellent communication skills, collaboration skills, and a strong ability to adapt to shifting priorities are critical.
Responsibilities
- Provide epic-level support to end users on a variety of IT desktop & IT operational-related issues.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, emails, and requests for technical support.
- Document, track, and monitor problems to ensure a timely resolution.
- Work with applicable ticketing or work tracking systems such as JIRA, Confluence, or Service Now.
- Manage ticket requests and follow up with users.
- Receives and works escalated issues from other desktop staff and/or the manager.
- Install and maintain Windows and Mac operating systems (OS).
- Troubleshoot various types of PC, laptop, or tablet hardware and software.
- Inventory tracking when receiving and shipping hardware onsite.
- On-call support for when vendors need on-location access.
- On-call support for issues that arise outside normal business hours.
Requirements
- Outstanding customer service skills
- Strong written and verbal communication skills, including the ability to communicate and present complex issues and analyses in an effective manner
- Excellent organization and time-management skills
- Reliability and dependability
- Team Player
- Must speak fluent English.
- Intermediate PC hardware experience (ability to build, diagnose, and repair computers; strong troubleshooting skills)
- Experience supporting a variety of software, (Adobe CC, Microsoft Office 365, Cisco AnyConnect, System Drivers)
- Working knowledge of installing, maintaining, and troubleshooting current versions of Windows and OSX
- Knowledge of maintaining and troubleshooting Apple iPhone/iPad and Android OS phone devices
- Basic knowledge of scripting languages (MS PowerShell, Python)
- Intermediate knowledge of network technologies (TCP/IP, DNS, DHCP)
- Intermediate knowledge of MDT (Image creation and deployment, multiple images)
- 1-3 years' minimum experience in a Corporate IT environment
- ITIL knowledge and experience a plus
Nice-to-haves
- Flex working schedules, (Can include evenings and weekends)
- Ability to think outside of the box
- Ability (and willingness) to lift a minimum of 50 pounds
- Good time management and organizational skills
- Ability to organize and prioritize assigned tasks/projects
- Strong sense of urgency and business orientation
Benefits
- Medical, dental, vision, health savings account or health reimbursement account, healthcare spending accounts, dependent care spending accounts, life and AD&D insurance, disability insurance
- 401(k) with Company match, tuition reimbursement, charitable donation matching
- Paid holidays and vacation, paid sick time, floating holidays, compassion and bereavement leaves, parental leave
- Mental health & wellbeing programs, fitness programs, free and discounted games, and a variety of other voluntary benefit programs like supplemental life & disability, legal service, ID protection, rental insurance, and others
- Relocation assistance if required to move geographic locations for the job
