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IT Technician

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Keywords Studios

2mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Ottawa
  • Quick Apply

AI generated summary

  • You need a DVS in Computer Support, server knowledge, strong English skills, customer service experience, and a positive attitude. Gaming industry experience is a plus, with flexible availability.
  • You will support end users with IT issues, manage help desk requests, troubleshoot devices, document procedures, oversee inventory, and research new technologies while meeting project deadlines.

Requirements

  • Required Profile and Skills
  • DVS on Computer Support or any other related field of study
  • Working knowledge of server computing, routing, firewalls, phone systems and patching
  • Excellent oral and written communication skills in English
  • 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

Responsibilities

  • 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 user issues on computers, consoles, laptops and mobile devices
  • 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

FAQs

What is the primary role of the IT Technician at Keywords Studios?

The primary role of the IT Technician is to represent the IT department and address level 1 and 2 issues reported by Keywords employees, providing fast resolutions and assisting with new system implementations or upgrades.

What kind of issues will the IT Technician be responsible for resolving?

The IT Technician will manage, own, and resolve all IT level 1 and 2 support issues, including troubleshooting user issues on computers, consoles, laptops, and mobile devices.

What qualifications are required for the IT Technician position?

A DVS in Computer Support or a related field is required, along with working knowledge of server computing, routing, firewalls, phone systems, and patching.

Is previous experience in the gaming industry beneficial for this position?

Yes, previous experience working in the gaming industry is considered an advantage for this role.

What type of communication skills are expected from the IT Technician?

Excellent oral and written communication skills in English are required for this position.

What is the working schedule for the IT Technician?

The IT Technician will work 5 days per week with shift/site rotation and on-call rotation, which may include evening shifts and additional hours as required.

Are there opportunities for growth within the IT Technician role?

Yes, the role may involve researching and testing new technologies and solutions based on requirements, offering potential for professional development and growth.

How does Keywords Studios approach equal opportunities in the workplace?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy to create a workplace that provides equal opportunities for all employees and potential employees.

Is there support for overtime or weekend work?

Yes, the IT Technician may be required to work extended shifts and occasional weekends to fulfill the role's requirements.

What should candidates know about recruitment agency submissions?

Keywords Studios does not consider unsolicited resumes or contact initiated by unauthorized third parties, including recruitment agencies, unless a valid agreement is in place. Fees incurred by unauthorized parties will not be compensated.

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Keywords Studios

International technical and creative services provider to the global video games industry and beyond.

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

Keywords Studios is the number 1 international technical and creative services provider to the global video games industry and beyond. We help our customers imagine more for their IP's, bringing to life digital content that entertains, connects, challenges and educates people worldwide. Established in 1998, we are a team of over 12,000 based across more than 70 facilities in 26 countries, strategically located in Asia, the Americas, Australia and Europe. We provide integrated art creation, marketing services, game development, testing, localization, audio, community management and player support in more than 50 languages and 16 games platforms to a client base of over than 950 clients across the globe.