Desktop Support Engineer, Electronic Arts
Office located in Marina Del Rey, CA
Video game company
Job no longer available
Video game company
1001+ employees
Job no longer available
Office located in Marina Del Rey, CA
1001+ employees
Company mission
To inspire the world to play, by creating games and experiences for the global player community that are a reflection of our diverse world.
Role
Who you are
- Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience
- You have 2 or more years of experience in all aspects of a gaming studio site IT
- You have 1 or more years of experience in a role dealing specifically with onboarding/new hires
- Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, JAMF (Casper), and other system management tools
- Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware
- Support Experience with G-suite/administration, endpoint security, anti-virus solutions, Virtual Desktop Infrastructure (VDI), DNS, DHCP, Active Directory, SCCM advanced troubleshooting, JAMF policies advanced troubleshooting, file and printing services, and shared drives
- Experience with studio development applications/tools including, but not limited to: Perforce, Visual Studio, Adobe Creative Cloud, Maya, 3DS Max, Houdini, Microsoft XDK, Sony XDK/PRODG, JIRA, Ansible & Parsec
- Strong understanding of development game consoles
- Familiarity and experience with scripting languages: PowerShell, Bash, Python, JavaScript, etc..
- Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow, Desk Pro)
- Experience with Inventory management tools such as Asset Panda
- Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
- Tech Savvy – Ability and passion for learning new technology and tools
- Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need
- Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
- Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
- Experience with Project Management tools/methodologies
What the job involves
- Responsible for onboarding U.S.-based Ripple Effect Studios and EA Los Angeles new hires
- Collaborate with Desktop support engineering team that is responsible for: Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 2 IT support for employees (onsite and remote)
- Incident Management – Responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues on escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) and deliver world-class customer service
- You will identify challenges/opportunities and develop technical solutions through automation, scripting and engineering best practices
- You will act as liaison between Business Stakeholders, Site IT, and Global IT Functions
- Be a reference for team members for all technical issues in your field of expertise, and act as a mentor for all team members
- Serve as last escalation point to internal IT team & resolve the most complex technical issues in your field of expertise
- Participate in additional technology initiatives as required - Assisting with server and network upgrades, office moves and technology rollouts
- Develop positive relationships with the business and other functions at all levels
- Collaborate with global IT team members to ensure consistent IT services to our business users
- Look to improve all aspects of the Desktop Support Engineering functions continually
Our take
EA is a leading global game company, responsible for developing and publishing some of the biggest games of the last 20 years. Its publishing successes include giants like The Sims, Battlefield, and Mass Effect, while EA's titles, such as Fifa, Madden, and NBA Live, have also seen market-leading success.
A series of acquisitions in 2021 marked EA's push into mobile gaming, which has become the driving force behind the rapid growth of the global video gaming market, and has remained a clear focus for the company, despite the cancellation of its popular Apex Legends Mobile game. The company also expressed interest in NFTs and "play-to-earn" games, going so far as to label them "the future of the industry", but has since taken steps to distance itself from the idea, as it proved unpopular with gamers.
This combined model of publishing and development has allowed EA to put its name to a huge range of products, making the brand iconic in the gaming world. It has formed major partnerships with the likes of Disney, giving it full control of creating in-demand games, such as within the Star Wars franchise. In the upcoming years, the company plans to focus on games-as-a-service, as it embraces the evolution of the gaming world.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (2 rounds)
Dec 1982
$2m
SERIES A
May 1982
$0.2m
SEED
Total funding: $2.2m
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Andrew Wilson
(CEO, not founder)Joined EA as Vice President and Executive Producer in 2000, and held various senior roles before being promoted to CEO.
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