Lead Desktop Support Engineer

We are the IT team that supports AAA game development in a collaborative environment at our Los Angeles studios; Respawn Entertainment, Ripple Effect Studios, EALA at Electronic Arts (EA) & EA Colombia. Come help us power the future of play with the teams developing Apex Legends, Medal of Honor, Star Wars Jedi Survivor and many more. As a Lead Desktop Support Engineer you will report to our IT Manager.

Responsibilities

● Ensure the onboarding experience aligns & is consistent with EA IT global standards

● Collaborate with Desktop support engineering team that is responsible for: Imaging, New machine setup, PC refreshes, Hardware replacements, Software Licensing and provide Tier 1-3 IT support for employees (onsite and remote)

● Incident Management – Responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues on escalated/assigned tickets following the Service Level Agreements and Key Performance Indicators (KPI) and deliver world-class customer service

● You will identify challenges/opportunities and develop technical solutions through automation, scripting, and engineering best practices

● Develop tools and scripts to assist with routine and complex maintenance tasks within the Endpoint/Desktop Engineering space

● You will guide communication between Team members, Site IT, and Global IT Functions

● Serve as the first & last escalation point to the internal IT team & resolve the most complex technical issues in his/her field of expertise

Qualifications

● Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience

● You have 5 or more years of experience in all aspects of a gaming studio site IT or within the entertainment media industry

● You have 2 or more years of experience in an IT senior and leadership role

● Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment applying ConfigMgr, JAMF (Casper), and other system management tools

● Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, and network hardware.

● Experience with G-suite/administration, Endpoint management tools admin (MECM/Intune), Anti-virus solutions, Virtual Desktop Infrastructure solutions (VDI), DNS, DHCP, Active Directory management, MECM advanced troubleshooting, JAMF policies advanced troubleshooting, file and printing services, and shared drives

● Understanding of game consoles

● Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow)

● Experience with Customer Support – A desire to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time

EA Bogota Benefits

● Health Benefits - Medical insurance, dental insurance, life insurance, global fitness benefit ($500 USD per year), and mental wellbeing plan.

● Professional Development - Training and development programs, opportunities for career advancement and tuition reimbursement

● Work-Life Balance - 15 vacation days, paid holiday closure and paid sick leave

● Meaningful Work - Opportunity to directly contribute to the development of EA titles

● Additional Perks - Meal card ($400,000 COP per month), game credits and console reimbursement program

● Work Environment - New office space in the heart of Salitre, inclusive work culture and supportive team environment
…and more!