IT Support Specialist at NetEase Games

We are looking for a dedicated professional to join our North American IT team. Our department is focused on delivering high-quality technical support to our internal clients, including various game studios and functional departments. We pride ourselves on maintaining a high-performance culture where our senior technologists collaborate to ensure our infrastructure runs smoothly and our users receive excellent service.

What is this role?

We are seeking a Senior IT Support Specialist to join us on a full-time, on-site basis in Canada. This is a senior-level position that requires a deep understanding of technical troubleshooting and a commitment to process improvement. You will be a key player in maintaining our workstation infrastructure and ensuring our business operations remain efficient and productive.

What will you do?

• You will provide advanced technical support to our internal clients, which involves diagnosing complex hardware issues, troubleshooting applications, and proposing effective solutions to keep our teams working without interruption.
• You will take on a leadership role within our technical projects, guiding the team to successful outcomes while ensuring that all computer system issues are tracked and resolved within established timeframes.
• You will manage the full lifecycle of our workstation infrastructure, including the setup of new user equipment, the decommissioning of old hardware, and the careful tracking of IT assets within our management system.

What makes you a great fit?

To be successful in this role, you should have a strong background in technology and a passion for customer service. We are looking for someone who meets the following criteria:

• You have 3 to 5 years of experience working with Microsoft Windows operating systems, Microsoft Office, and various desktop and laptop hardware brands.
• You bring 1 to 2 years of experience in customer service and asset management, and you possess excellent organizational and communication skills.
• You are fluent in English, and while not required, the ability to speak French is considered a valuable asset.
• It is helpful if you have familiarity with ITIL frameworks, Microsoft Active Directory, M365 platform management, and experience providing support for Mac environments.
• Previous experience working within game or art design studios is highly preferred.