Senior Support Technician

AGBO•Raleigh, NC

8d•Onsite

About The Position

As a Senior Support Technician, you will be a central part of the IT team that supports video game production. Based in our Raleigh studio, you will serve as the sole on-site IT resource in North Carolina while operating as a fully integrated member of the full IT team based in Los Angeles. You will contribute to all aspects of software, hardware, and networking support, with strong focuses on personable service, maintaining functionality, deploying new systems, and maintaining security standards. This role requires a high degree of autonomy and self-motivation, while coordinating with the broader team for approvals and higher-level decisions.

Requirements

4-8 years of experience in an IT support role for a video game studio strongly preferred.
Experience supporting Animation and VFX will also be considered.
Experience supporting Unreal is ideal.
High degree of self-motivation and proven ability to work independently with minimal on-site supervision.
Experience operating as a primary or sole on-site IT resource, comfortable working autonomously while coordinating with a remote team.
Demonstrated ability to balance local operations needs with IT governance, including knowing when to act independently and when to escalate or align with IT management.
Experience deploying and supporting high performance workstations and game development hardware, including dev kits, in a studio environment.
Knowledge of a wide range of computer systems software, applications, and hardware concepts.
Working knowledge of networking concepts such as shared storage, VPN, firewall, and VLANs.
Basic experience using and administering a directory and MDM system, Active Directory and JumpCloud preferred.
Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
Ability to use a ticketing system and complete tickets in a timely manner.
Knowledge of current trends and developments in IT infrastructure and game development workflows.
Records maintenance skills.
A genuine enthusiasm for problem solving.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of employees, vendors, contractors, etc.
Ability to analyze and resolve systems issues.
Ability to communicate technical guidance and instruction to users on the use of all operating systems and their related applications and tools.

Nice To Haves

Experience with automation, Perforce, GitHub, and deployment/management of AI tools a plus.

Responsibilities

Full technical support across the studio owning issues from triage to completion.
Serve as the on-site resource for production IT support primarily for video game production including game development support, dev kit setup and management, and day-to-day production technical needs.
Responsible for triage, tracking and resolution of Studio IT requests.
Escalates issues as needed for any changes, approvals and higher level decisions that fall outside studio level scope.
Managing employee lifecycle, including onboarding, offboarding, changes of status, and all associated processes.
Deploy/troubleshoot peripherals, printers, VoIP phones, computers and mobile devices.
Troubleshoot and setup conference room software/hardware.
Executive level IT Support – handling support needs of all C suite executives.
Deploy and manage software remotely, including security tools and patching
Create and maintain user accounts and directory services; administer group policies, permissions, and access rights.
Support corporate functions and Film/TV/VFX production as needed.
Provide individual instruction and/or training to users on new or updated technology.
In collaboration with the rest of the IT team, create instruction manuals, cheat sheets, general reports, and other related documentation.
Help to troubleshoot any networking issues in collaboration with the rest of the team or third-party IT vendors.
Troubleshoot applications in PC / Mac / Linux environments: Office 365 suite, Adobe Suite, Zoom, Slack, Google workspace, etc.
Maintain asset tracking for the studio.
Under the direction of the Helpdesk Manager, join the planning, implementation, and deployment of IT projects and studio-wide initiatives.
Actively collaborate among members of the IT and Operations teams and cross-functionally with other departments.
Attend and actively participate in any necessary staff, IT, Operations, or Creative meetings.
Perform other duties as assigned.