IT Support Specialist at NetEase Games

As an IT Support Specialist of our IT team in North America, your main responsibilities will be to provide technical support to our internal customers. In details, desktop support professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Responsibilities:

• Provide senior level technical support to assigned clients including game studios, function department, mainly about general application troubleshooting, complicated hardware issue diagnosis, requirement analyze and solution proposal provision
  Track computer system issues through to resolution, within agreed time limits
• Provide technical support to projects, play tech leader role in team to deliver project outcomes
• On-site PC preparation for new user, hardware and software issue troubleshooting, hardware shipping and receiving from remote user
• Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements
• IT assets on-site management. Keep assets data up to date in ITAM system
• Working with a team of motivated and engaged senior technologists, driving high performance and morale
• Support in areas of incidents, and high value services with a focus on customer experience
• Work to minimize the impact of service disruption to customers and clients during outage situations
• Interact with customers and leadership in order to understand their needs and maintain business relationships
• Reviewing ongoing tickets and tasks of IT operations and rectifying any issues
  Create and update documentation pertaining to deployments

Required Qualifications:

• 3-5 Years demonstrated working knowledge of Microsoft Windows desktop operating systems
• 3-5 Years demonstrated working knowledge of Microsoft Office products
• 3-5 Years demonstrated working knowledge of desktop and laptop hardware from multiple manufactures (HP, Dell, etc.) - Game and art design studio experience preferred
• 1-2 Years of experience in a Customer-Service related role
• 1-2 Years Asset Management techniques
• Excellent communication and organizational skills. Must be able to speak and write fluently English, French an asset

Desired Qualifications

• Microsoft Active Directory
• Basic knowledge of operating system/software deployment tools, such as Microsoft Auto Pilot
• Understand concept and process of ITIL framework, incident management, change control
• Mac based technical support troubleshooting initiatives
• Knowledge and experience on M365 platform implementation and management including Exchange, OneDrive, Teams, Security tools