Job Description

TITLE - 1ST LINE IT SUPPORT

LOCATION - FARNBOROUGH (FULLY ON SITE)

SALARY - £22-28K

We are looking for an enthusiastic 1st Line Support/IT Support to join a world-leading game developer and publisher with nearly a decade of VR specialism. Combining a drive to push technological boundaries with proven gaming excellence, they are the team who set the standard for VR action games with Fracked and the award-winning Phantom: Covert Ops. This is an exciting opportunity for a candidate with 6 months or more experience in a similar role, to join a leading VR and gaming company

The Role

As the team and portfolio of titles continue to grow, they are on the search for a 1st Line IT Support Engineer to offer direct technical support to the expanding infrastructure and increasing demands of their tech support team. You will be a self-motivated team player who's not afraid to 'muck in', looking to thrive in a fast-growing creative industry!

Key Responsibilities:

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel (e.g. Tier 2)
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
• Basic procurement (e.g. Amazon purchases, Weekly IT tasks,)
• Introduction to Tier 2 responsibilities for personal development.

Requirements

Essential capabilities:

• Excellent written and communication skills.
• A motivated self-starter with a fun collaborative nature
• Prior 1st line support experience
• Good knowledge of IT technologies and security
• Good knowledge of Microsoft Windows & Active Directory
• Flexible with working hours
• Customer-focused for our growing internal user base
• Office based in Farnborough, UK - able to commute in 5 DAYS A WEEK

Desired experience:

• Previous experience with working in a creative environment, preferably within game development
• Previous experience in a technical support role
• Understanding of VPN's

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.