Provide onsite and remote IT support in a fast-paced, agile game studio environment. The role supports service desk operations, incident and problem management, asset lifecycle management, and hands-on studio and lab support. Analysts must independently triage, diagnose, and resolve break\/fix issues across game-studio hardware (including dev kits, retail kits, high-end monitors, peripherals, and workstations) while communicating clearly, maintaining disciplined documentation, and representing IT professionally.<\/p>\n
The role operates in a highly dynamic environment with fluctuating ticket volume, requiring consistent adherence to SLAs for time to acknowledge (TTA) and time to resolve (TTR) in the AWS and other cloud environments.<\/p>\n
Job Responsibilities<\/p>\n
Incident, Problem & Service Desk Support
\nTriage, work, and resolve incidents and service requests according to SLAs (TTA and TTR)
\nIndependently diagnose and resolve hardware and software issues onsite and remotely
\nProvide clear, accurate guidance to end-users and set expectations throughout the support lifecycle
\nIdentify recurring issues, contribute to root cause investigation, and escalate appropriately
\nMaintain internal documentation for all resolved issues and ensure studio-facing documentation is accurate and up to date
\nCollaboration & Ticketing
\nMaintain accurate, timely ticket updates and collaborate with other IT teams to deliver strong service levels
\nInterface professionally with partner IT organizations (Corp IT, Gaming\/XGS\/MLS) to coordinate escalations and shared support responsibilities
\nDatacenter \/ Studio Lab Support
\nMonitor and repair on-premises and MLS-hosted lab hardware (RTC-4\/RTC-5)
\nPerform onsite hardware upgrades, replacements, patching, reboots, warranty service, and incident response
\nProvide hands-on support for servers, dev kits, retail kits, high-end monitors, and remote user PCs
\nAsset Management & Vendor Coordination
\nMaintain asset records for equipment, fixed assets, and licensed software inventories
\nEnsure assets are operational, inventory levels are maintained, and records reconcile with accounting systems
\nCoordinate with external vendors for hardware ordering, RMAs, repairs, and warranty replacements
\nSupport asset lifecycle workflows including deployment, repair, replacement, and decommissioning
\nPhysical Requirements
\nAbility to lift and move IT hardware weighing up to 40 pounds<\/p>\n
Desired Skills<\/p>\n
Strong break\/fix troubleshooting skills across varied studio hardware and peripherals
\nAbility to triage and multitask effectively in high-pace environments
\nExperience with asset management systems and vendor coordination
\nExperience using Jira Service Management or similar ticketing tools
\nStrong communication skills and comfort serving as the face of IT for studio users and partners
\nPrior Game Studio IT Support Experience<\/p>\n","protected":false},"author":28,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","job_listing_type":[70],"job_listing_category":[141],"job_listing_location":[],"job_listing_tag":[],"class_list":["post-8033","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_category-operations","is-featured","is-urgent"],"aioseo_notices":[],"metas":{"_job_featured_image":"","_job_category":{"141":"Operations"},"_job_type":{"70":"Full Time"},"_job_tag":[],"_job_gender":"Both (Male & Female)","_job_apply_type":"","_job_apply_url":"","_job_apply_email":"Akash.Shetty@teknozsolutions.com","_job_salary_type":"hourly","_job_salary":"$25 - $35 \/ hour","_job_experience":"3 Years","_job_career_level":"","_job_qualification":"Bachelor Degree","custom-text-34458324":"AWS, Azure, BlueMix, GCP, Microsoft Office tools, Copilot, ServiceNow, Ticketing Analysis skill, Reporting tools, IT Scan tools, Communication skills,","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"Atlanta","custom-text-38688507":"Atlanta, GA","custom-select-40148498":"Georgia","custom-text-39763113":"30052","_job_location":[],"_job_map_location":{"address":"","latitude":"","longitude":""},"custom-email-34940612":"Akash.Shetty@teknozsolutions.com","_job_phone":"4049473393","custom-multiselect-38862616":["US Citizen","Green Card","H1B","H4EAD","L2","OPT"],"_job_logo":"https:\/\/jobs2join.com\/wp-content\/uploads\/2024\/09\/Teknoz-Logo-150x150.jpg","_job_employer_name":"Teknoz Software Solutions LLC","_job_employer_url":"https:\/\/jobs2join.com\/index.php\/employer\/support\/"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing\/8033","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/comments?post=8033"}],"wp:attachment":[{"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/media?parent=8033"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing_type?post=8033"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing_category?post=8033"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing_location?post=8033"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/jobs2join.com\/index.php\/wp-json\/wp\/v2\/job_listing_tag?post=8033"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}