Back to Search2nd Line Support Engineer for Video Game Company
Remote in Viet Nam
Support.Users, macOS
Sorry, this position is no longer available
Viet Nam
Currently, we are looking for a remote 2nd Line / Environments Support Engineer to join our team.
The customer is an American video game and software developer and publisher, developing a commercially available game engine that also powers their internally developed video games.
This role handles Tier 1 and 2 support tasks.
Responsibilities
- User support, troubleshooting, responding to Jira tickets, answering to users through slack or phone calls
- The team will be working on 24x7, participating in on-call rotations, this will include holiday coverage and eventually weekend support
Requirements
- Experience using help desk ticketing system (JIRA Service Desk is a plus)
- Strong understanding of desktop components and desktop architecture
- Experience using backup/recovery software for desktops
- Experience building and repairing custom desktops
- Experience using remote support tools (example; Dameware)
- Maintaining desktop documentation (Confluence is a plus)
- Experience dealing with incident troubleshooting and escalation procedures
- Basic understanding of TCP/IP routing and network protocols
- Ability to troubleshoot network issues, for wireless, LAN, and WAN
- Basic understanding of how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
- Experience with Windows 7,10 required
- Experience supporting Mac OS required
- Experience using software deployment tools
- Basic experience with A/V hardware and conference room setups (Control4 a plus)
- Basic support of video conferencing solutions such as Lifesize, Google Hangouts, etc.
- Strong customer service skills
- Must be able to work well independently
- Ability to prioritize and quickly resolve issues
- Excellent analytical and problem-solving skills
- Excellent verbal and written communication
- Strong organization skills
- Experience using a help desk ticketing system (JIRA Service Desk is a plus)
- Experience participating in an On-call rotation
- English level proficiency B1
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn