It is an exciting time to be at Epic. We are looking for a Studio IT Site Lead to join our China studio to work with our team to create and support cutting-edge solutions. This individual will be critical to the Studio’s success as we expand the infrastructure backing the site and supporting a team of world-class developers. Our Studio Support team is a collection of talented and uniquely qualified individuals operating as one team. The Studio Support team operates at the summit of end-user support among all Gaming and Media industry IT organizations. Qualified candidates benefit from years of experience that have built them into dynamic, agile, and highly capable IT generalists; up for any challenge. The ideal candidate has a genuine passion for delivering best-in-class service and support for
an immensely talented, diverse, and specialized user base.

Responsibilities:

• Keep up with changes in Epic IT standards, technologies and/or methodologies
• Carry out administrative functions within key applications and processes
• Provide direction, guidance, and mentoring to direct reports
• Review tickets and assignments for accuracy and quality
• Meet all tickets/projects SLAs
• Workstation imaging via tools like MDT, WDS, Acronis, SCCM, etc.
• Perform local hardware setups and software support for new hires, visitors and contractors
• Support of mobile devices like Android, iPhones, and iPads
• Activating network ports for all desktops and network devices (computers and wireless access points)
• Identity management through Active Directory
• Hardware inventory and asset management
• Conference Room/Audio Visual support and technical support for company events
• Monitor and report on health of local infrastructure, and participate in on-call support rotation with the team for events requiring manual intervention or on-site escalation
• Work with 3rd party vendors for assistance as needed, including all local RMAs for desktop and infrastructure hardware.

Soft Skills:

• Must be able to function in a global team setting, with direct reports, peers, and leadership in remote locations
• Must be able to lead a team and handle different personalities
• Able to make excellent decisions
• Have effective coaching and mentoring skills
• Strong customer service skills
• Must be able to work well independently
• Ability to prioritize and quickly resolve issues
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Effective prioritization and project management skills
• Strong organization skills
• Good/humble/fun personality
• Passionate about IT and service delivery
• Good coordination skills to collaborate with other teams
• Experience participating in an On-call rotation

Technical Skills:

• Experience using help desk ticketing system (JIRA Service Desk is a plus)
• Strong understanding of desktop components and desktop architecture
• Experience building and repairing custom desktops
• Experience using remote support tools (example; Dameware, Bomgar(Beyond Trust))
• Maintaining desktop documentation (Confluence is a plus)
• Experience dealing with incident troubleshooting and escalation procedures
• Experience using backup/recovery software for desktops
• Basic understanding of TCP/IP routing and network protocols
• Ability to troubleshoot network issues, for wireless, LAN, and WAN
• Basic understanding of how DNS, DHCP, DFS, GPO plays in a desktop ecosystem
• Windows 7,10 required, Server 2008/2012 a plus
• Experience supporting Mac OS required
• Experience using software deployment tools
• Basic experience with A/V hardware and conference room setups (Control4 a plus)
• Basic support of video conferencing solutions such as Lifesize, Google Hangouts, etc.
• Experience with Identity and Access management processes and tools; Okta experience a plus
• Familiarity with ITIL a plus
• Experience developing scripts to automate day to day desktop activities a strong plus (PowerShell, shell scripting, or python)
• Familiarity with version control systems such as Git and/or Perforce a plus
• Experience supporting Atlassian suite products like JIRA, Confluence and JIRA Service Desk a plus

Education Requirements:

• BS in Computer Science or MCITP/ A+/ Network+. CCNA, Security+ and ITIL certifications is a plus
• Experience
• 7+ years in IT support, 3+ years in IT Support leadership preferred

This is going to be Epic!