IT Support Lead

2 weeks 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**

The IT Support Lead will be responsible for providing a wide range of end-user day-to-day remote support, troubleshooting and desktop services to users across multiple locations. This includes installing, diagnosing, repairing, maintaining, and upgrading client PC hardware, software, and equipment to support business operations. This position will also troubleshoot problem areas remotely in a timely manner, and provide end-user assistance where required. The IT Support Lead will also act as the primary resource supporting critical production systems

**Essential Functions/Responsibilities**:
The IT Support Lead is accountable for the following functions and responsibilities:

- Install, deploy, and coordinate the shipment of equipment while updating the hardware inventory list and processing orders for equipment and licenses.
- Manage and execute software deployments to desktops and laptops
- Manage and execute software licenses
- Develop, determine and enforce security and device policies, as well as compliance for AccelByte employees.
- Setup process to ensure employee onboarding is smooth (including the creation of Google Account, Slack, VPN, etc)
- Set up and disable user accounts and retrieve assets when required.
- Monitor project progress and make necessary adjustments to ensure project goals are met.
- Maintain project documentation (ticketing system, SoW, project charter & other document/stuff related ) and ensure project teams are informed of any changes or updates.
- Provide excellent customer service to internal stakeholders and external customers, ensuring their needs are met in a timely and effective manner.
- Anticipate potential system disruptions and/or issues and take action to avoid any issues
- Maintain computer systems to include: checking for antivirus, risky logins, and machines' compliance status to resolve all related issues.
- Perform research for the purpose of evaluating and maintaining a current working knowledge of new and emerging technologies.
- Aid in the identification of problems, and patterns, and escalate when required
- Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and assessing their performance
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- Develop and maintain positive working relationships with external vendors and service providers.
- Perform any other duties as required.

**Qualifications/Experience Required**:

- Bachelor's degree in Computer Science, or related field of study.
- 5-7 years of experience in Desktop Support/IT
- Willing to relocate to AccelByte Yogyakarta Office
- Have a strong understanding of customer support, operations, processes, and ticketing
- Intermediate-to-advanced level of understanding of Excel and G-Suite
- Intermediate-to-advanced level of ticketing system (JIRA or other equivalent system)
- Ability to successfully manage multiple tasks and timelines in a fast-paced environment, bearing high levels of responsibility and accountability while keeping the best interests of the business insight.
- Ability to evaluate information quickly, identify key issues, and formulate conclusions based on sound, practical judgment, experience, and common sense.
- Ability to work independently as well as part of a group, fostering a culture of teamwork and promoting a positive working environment.
- Ability to deal with difficult/problem situations and maintain a professional demeanor, at all times.
- Ability to build a working relationship with employees, managers, and the leadership team

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