ABOUT THE POSITION
Take-Two Interactive is seeking an outstanding IT Support Lead to provide on-site and remote technical support for our Singapore and APAC offices.
This is a hands-on role requiring a deep level of technical insight and ability, that will work closely with a variety of technology teams allowing for fluid bi-directional collaboration and encouraging the development of new insights and solutions. This involves being involved in the entire stack of IT related initiatives and the unique business needs of Take-Two Interactive.
The ideal candidate will be a well-rounded IT professional and a key member of our IT team with strong leadership and mentoring skills, hardware and software troubleshooting skills, as well as in-depth knowledge of Windows OS, MacOS, Office 365, Networking, and application deployment procedures via SCCM and AirWatch/Jamf. Additionally, having a high motivation for looking at areas of opportunity for improving process through automation and helping the team decrease repeatable incidents is also highly valuable.
On-site contact for technical operations and support of all production and development environments.
Taking ownership of the ticket queue, including monitoring SLAs
Must work jointly with development groups to assess their support needs to identify and deliver the resources required to meet ambitious goals.
Ensure all client requests and operational problems are update/resolved within a timely manner.
Passionate about delivering outstanding client experience and support.
Inquisitiveness and ambition towards looking for opportunities to automate and improve service delivery.
Enjoys working in a fast-paced environment with the ability to change priorities on the fly.
Assist with employee on-boarding ensuring new staff is ready to work on day one.
Document standard practices and processes.
Customer engagement & training.
Help train and mentor junior members of the team.
Take part in alternating on-call rotation to include weekend coverage.
Triage Tier-3 tickets before escalation.
Stakeholder engagement to provide white-glove service to executive and leadership staff.
Assist in implementing and supporting exciting new technology initiatives as well oversea relevant projects.
Maintain inventory/asset management for company provided equipment and software.
Assist with audio/visual hardware setup and break down, along with conference rooms and video conferences.
Assist with offsite events including setup, event support, and teardown.
Able to work independently and respond promptly is vital, sometimes including after hours and on weekends. Reachable by mobile in the event of an emergency.
Some local travel within Asia/ANZ will be required.
SKILLS AND QUALIFICATIONS:
5-7 years’ experience with the Windows 10, MacOS, Microsoft Office 365, Active Directory and Exchange, TCP/IP based networks (including DHCP, DNS, etc.), installation and maintenance of workstations and infrastructure hardware
1-3 years experience leading or managing a team
Experience engaging with stakeholders and executive staff
Operating System configuration, management, and support for desktop/laptop and server
Basics of infrastructure network and storage devices (Meraki, Nutanix, Netapp)
Experience using Okta or similar SAML and Two-Factor Authentication solutions
Familiar with using SCCM/Airwatch/Jamf for Desktop OS deployment and software management
Computer Hardware: Desktops, Laptops, Mobile devices, tablets, and a wide variety of devices and peripherals
Games Consoles: A good knowledge of current gen consoles (Xbox Series X, PS5, Nintendo Switch, PC). Knowledge of development kits is a plus
Productivity Tools: MS Office, Video Conferencing (Zoom), Slack
Remote Work Solutions: VPN, VDI (Horizon View)
Security: Solid grasp of security standards and methodologies
PowerShell and scripting experience
Conference Room and AV technology experience
ServiceNow or equivalent helpdesk ticket system experience
Superb communication, team skills, and proactive communicator with customer service demeanor and focus on delivering excellent end-user experience.
Attention to detail and high degree of accuracy in recording and reporting
Ability to communicate effectively with end users to successfully resolve queries and problems and translate technical information and jargon for a non-technical audience.
A real passion for video games and the industry!
MCSE, MCDST, ITIL, Network+, A+ certifications preferred
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.