IT Support Engineer

6 months ago

Yogyakarta, Indonesia AccelByte Full time

At AccelByte, our mission is to empower game creators by providing them with the backend platform and tools required to make scalable, reliable AAA-quality games. The company was founded in 2016 by industry veterans who have engineered online systems for some of the largest game and distribution platforms in the world including Fortnite, Epic Store, Xbox Live, PlayStation Network, and EA Origin. We are backed by top investors including Softbank, Sony Interactive Entertainment, Galaxy Interactive, NetEase, and Krafton. Our latest Series B funding has firmly solidified our place as a top player in the gaming industry. AccelByte's talent has decades of experience building and shipping some of the largest game and distribution platforms in the world.

We believe that the best companies empower employees to make decisions, obsess about the best user experience, and are not afraid to make and learn from their mistakes. Our culture is based on humility, openness to feedback, drive, and collaboration, which we feel results in the best performing teams. As a company that values diversity, inclusion, and employee growth, our employees have opportunities to work with and learn from teams all over the world. We offer competitive salaries, a full range of health benefits, social activities, career growth opportunities, and an amazing team. Come join us

**Position Summary**

As an IT Support Engineer, you will assume a pivotal position within our esteemed IT team. Your primary objective will revolve around catering to the needs of end-users by delivering top-notch IT services, all while guaranteeing that our IT systems and infrastructure align seamlessly with our business requirements and operational level agreements. This role not only signifies an avenue for seasoned IT professionals to flourish but also offers the chance to thrive in a dynamic work environment in a shifting work schedule.

**Essential Functions/Responsibilities**

The IT Support Engineer is accountable for the following functions and responsibilities:

- Be a frontliner on delivering exceptional service in response to IT requests from users, while seamlessly collaborating with diverse teams throughout the organization to swiftly resolve any issues.
- Independently set up and configure a wide range of IT hardware and software, including PCs, printers, and peripheral devices, optimizing them for peak performance.
- Assume a leadership role in managing office network connectivity, encompassing routers, switches, wireless setups, and cable management.
- Independently diagnose and resolve complex software and hardware issues, both remotely and on-site, providing mentorship to junior engineers when needed.
- Lead advanced maintenance activities to ensure IT asset performance, longevity, and strategic alignment with business objectives.
- Manage accounts for critical software platforms, focusing on user access and security, and actively contribute to software evaluations and recommendations.
- Play a pivotal role in the creation and maintenance of comprehensive documentation for IT processes and procedures, ensuring accuracy and relevance.
- Embrace adaptability and a can-do attitude, enabling fluid adjustments to work routines and schedules as necessary to consistently meet both company and user expectations.
- Your role involves operating within a structured shift system, with occasional requests to perform tasks at the office, even while working remotely.
- Actively engaged in the knowledge sharing and providing guidance for intricate technical scenarios to empower fellow team members and stakeholders
- Contribute actively to innovation initiatives and continuous process improvement within the IT support team.
- Take on additional responsibilities related to advanced IT tasks and duties as assigned by senior IT management.

**Qualifications/Experience Required**
- 5+ years of experience in IT Support or any related work experience
- Proficiency in Google Workspace, Slack, Atlassian modules (such as Jira and Confluence).
- Experience in security compliance and ISO 27001 will be a valuable asset.
- Advanced knowledge of networking concepts, including routing, subnetting, VLANs, and advanced security principles.
- Mastery of network infrastructure components such as routers, switches, wireless setups, and cable management.
- Proven expertise in advanced VPN setup and configuration (e.g., OpenVPN, L2TP+IPsec).
- Expertise in installing and troubleshooting Desktop OS (Linux, Windows, OSX/macOS).
- In-depth understanding of computer hardware components and advanced troubleshooting.
- Exceptional problem-solving and analytical skills, with a track record of independently resolving complex technical issues.
- Proficiency in written and verbal English language for effective communication in a remote work environment.
- Experience working in a fast paced multinational technology startup is a significant advantage.

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