Lead Desktop Support Engineer
hace 1 mes
Job Description:
Join our client's dynamic IT team supporting the development of AAA games at one of the industry's top entertainment studios. We are looking for a Lead Desktop Support Engineer to drive IT excellence across multiple game development studios, ensuring a seamless technology experience for our teams. This position is to work onsite in the Bogota office.
Key Responsibilities:
- Ensure the onboarding experience aligns with global IT standards.
- Collaborate with the Desktop Support Engineering team on tasks such as imaging, new machine setup, PC refreshes, hardware replacements, and software licensing. Provide Tier 1-3 IT support for both onsite and remote employees.
- Manage incidents: respond, track, resolve, and perform root cause analysis to prevent recurring issues while meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Identify challenges and opportunities, developing technical solutions through automation, scripting, and best engineering practices.
- Develop tools and scripts for routine and complex maintenance within the Desktop Engineering space.
- Facilitate communication between team members, Site IT, and Global IT Functions.
- Act as the final escalation point for complex technical issues.
Qualifications:
- Bachelor’s degree or professional training/certifications in relevant areas or equivalent work experience.
- 5+ years of experience in IT within a gaming studio or entertainment media industry.
- 2+ years of experience in a senior IT or leadership role.
- Strong experience deploying, updating, and troubleshooting Windows- and Mac-based workstations using ConfigMgr, JAMF (Casper), and other system management tools.
- Familiarity with network protocols (TCP/IP, UDP, DNS, SMTP, SNMP, and network hardware.
- Experience with G-Suite administration, Endpoint management tools (MECM/Intune), anti-virus solutions, VDI solutions, DNS, DHCP, Active Directory, and advanced troubleshooting.
- Understanding of game consoles and helpdesk ticketing tools such as ServiceNow.
- Customer-focused, with a desire to help end-users achieve their best work through top-tier IT support.
Benefits:
- Comprehensive health benefits including medical, dental, and life insurance, plus a global fitness benefit and mental wellbeing support.
- Professional development opportunities with training programs, career advancement, and tuition reimbursement.
- 15 vacation days, paid holidays, and sick leave to support work-life balance.
- Opportunity to contribute to the development of major gaming titles.
- Additional perks such as meal cards, game credits, and console reimbursement programs.
- Inclusive and supportive work environment in a newly renovated office.
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