IT Helpdesk Support Specialist
Keywords Studios, Mexico

Keywords is an international technical service provider to the global Video Game Industry with 45 offices across 20 countries and 4 continents. The organization employs over 5,000 people at peak times working in over 50 languages. Each year, we produce over 80,000 art assets, 21 million words of audio, 250 million words translated, 2.5 million hours of testing and resolve 16 million customer support tickets. We work with 24 of the Top 25 games companies by revenue for 2017.

Duties and Responsibilities:

• Log, Track and Manage all incidents, problems, and support requests in the Keywords Regional IT Helpdesk Ticket System. Be the local escalation point of contact, ensure timely notification of an incident, and escalate larger issues to the Regional IT Team making sure to follow-up on these, and to update local employees, and Management, as necessary;
• Desktop amp; Laptop computer installation, configuration, patching/updating, and repair;
• Phone amp; Voice Messaging setup and maintenance;
• Peripheral setup and maintenance;
• User Account management;
• License and Media management;
• Equipment Inventory management;
• Application version control;
• Ensure that all operating policies and processes are followed and report any issues;
• Essentially, act as the main point of contact for any local IT related issues;
• Document the local setup and keep up to date at all times;
• Measure performance and SLA adherence;
• Produce regular reports for end user support functions;
• Support the IT Manager’s objectives;
• Some travel might be required.

Requirements

• Certifications preferred - MCSE 2003, MCP, A+;
• Experience in computer configuration amp; repair;
• Minimum 3 years’ experience in end-user support;
• Experience with Incident Management and/or IT Ticketing systems;
• Experience using SMS (or equivalent) to manage systems and applications;
• Experience with MS AD;
• Strong Microsoft Product Suite knowledge;
• Experience with Apple Mac hardware/software;
• Experience with Disk Imaging software;
• Familiarity with A/V Recording hardware and software;
• Demonstrated superior interpersonal and communications skills;
• Ability to self-manage and prioritize tasks;
• Strong analytical, problem solving, and troubleshooting skills must be able to bring issues to closure;
• Ability to learn new concepts and technologies quickly;
• Ability to lift PC, servers, and other types of heavy equipment;
• Strong documentation and reporting skills.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law

Benefits

Salary Negotiable

Job Rewards and Benefits