Product Madness is so much more than just a Pool table and a foosball game. Understanding of ITIL guiding principles and practices.Experience supporting Office 365 and Windows.Experience supporting Google Workspace (G Suite).
Experience in a fast-paced service desk or technical support role.Identify reoccurring problems and present potential solutions.īe a trusted source for IT information and wayfinding.Įnsure that information is accurate and up-to-date in systems of record.īuild and maintain strong working relationships with other teams.Īssist regional leads and managers with IT projects and initiatives as needed Provide user assistance via phone, email, walkup, remote support, and virtual smart bar. Routinely review knowledge base articles and identify gaps in documentation.įacilitate IT inductions for users joining the business to ensure that they can hit the ground running from an IT perspective and have the information they need to succeed and thrive. Provide level 1/2 nd line technical support in a friendly and empathetic manner, escalating to more senior colleagues and/or leads/managers when deemed appropriate.įollow globally defined policies, processes, and procedures. Log, prioritize, and/or respond to requests for service and incidents of service disruption in accordance with agreed service levels (SLAs). This will involve managing requests, helping users resolve day to day issues, onboarding new employees, supporting various IT projects and initiatives, and otherwise directly contributing to the success of the Global Service Desk team. Job Posting TitleIT Support Engineer SummaryThe IT Support Engineer is primarily responsible for acting as a go to point of contact for all IT related queries, service requests, and incidents. Product Madness is an Aristocrat Technologies company within its digital game’s division of Pixel United. We are Mad about games and the way they bring people together, and that passion and culture is what brings us together as a studio, connects us with our partners we collaborate with, and is what links us to our sister studios across the world. With remarkable hit games including Heart of Vegas, Cashman Casino, Lighting Link and Big Fish Casino, we boast more than 50 million active users and 400 million downloads and counting. A top-grossing leader in free to play mobile games, we have more than 800 team members working across seven global talent hubs including London (headquarters), USA, Canada, Spain, Poland and Ukraine. Product Madness is a Global Powerhouse where the greatest mobile games and experiences are crafted by world-class talent.
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