Sr Desktop Support Engineer

Responsibilities

• Collaborate with Desktop support engineering team that is responsible for : Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 3 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
• Develop tools and scripts to assist with routine and complex maintenance tasks within the Endpoint / Desktop Engineering space
• 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 his / her 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 his / her 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
• Maintain documentation of systems and processes

Required Qualifications

• Bachelor’s degree or professional training / certifications related to areas of responsibilities or equivalent work experience
• You have 5 or more years of experience in all aspects of a gaming studio site IT or within the entertainment media industry
• You have 2 or more years of experience in an IT senior and / or leadership role
• 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.
• Experience with G-suite / administration, Endpoint management tools admin (MECM / Intune), Anti-virus solutions, Virtual Desktop Infrastructure solutions (VDI), DNS, DHCP, Active Directory management, MECM advanced troubleshooting, JAMF policies advanced troubleshooting, file and printing services, and shared drives
• Strong understanding of game consoles
• Experience with Automation / Scripting (must have projects to speak to) e.g. Shell scripts, Perl, Ruby, Python
• Familiarity and experience with scripting languages : PowerShell, Bash, Python, JavaScript, etc...
• Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow)
• 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
• Excellent Project Management (preferably Agile sprint methodology)
• 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 on time
• 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
• Self-starter, self-motivated, able to work under minimal supervision
• Experience with Project Management tools / methodologies
• Remote / On-site flexibility

BC COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these locations. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting.

Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES

British Columbia (depending on location e.g. Vancouver vs. Victoria) :

º $73,200 - $101,700 CAN Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, and extended health / dental / vision coverage and basic life insurance.

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us.

We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life.

We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more.

Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.

We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.